NOC Technician

Additional Information

• Hybrid Schedule- Monday, Tuesday and Wednesday are in the office, Thursday and Friday are WFH, OT is approved.

• 6-month contract, with potential for extension, or conversion to full-time, based on performance and client need.

• Hours/Schedule: 2nd shift, 2PM - 10PM EST, 8-hour days, five days a week, occasional
weekends and holidays as needed.

• Top Skills: Fiber/DAS/Small Cell (preferred), customer service and strong technical skills.

• Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week).

Position Summary
Provides support in a 24x7x365 Network Operations Center that monitors, resolves, tests, and escalates Network DAS and Small Cell issues to ensure company compliance with customer requirements.

Essential Job Functions

• Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service.

• Engage field operations and Tier 2 support for network equipment issues as needed.

• Respond to client requests and notify clients of network problems and business impacts.

• Review planned and unplanned changes to network infrastructure.

• Surveil and monitor the DAS & Small Cell networks by using provided systems and tools to remotely access complex equipment and resolve alarms on these networks.

• Use provided tools to localize network problems to host or remote equipment.

• Recognize correlation of multiple alarm conditions or tickets to identify root cause and possible resolution.

• Provide and monitor internal communication with Fiber NOC on alarm status and resolutions.

• Provide and monitor external communication with customers of the SCN NOC on alarm statuses and providing updates on escalations.

• Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.

• Basic configuration & troubleshooting of DAS network alarms.

• Provide first contact for large scale outages and provide feedback on outages for customers, contractors, technicians, and other involved employees.

• Maintain a working knowledge of all products, processes, and systems associated with the various systems utilized in the SCN NOC.

Education/Certifications

• Associates degree or equivalent technical training in electronics or IT.

Experience/Minimum Requirements

• Three (3) to Five (5) years of customer service and/or service dispatch experience

• Telecommunication and wireless experience preferred

Other Skills/Abilities

• Knowledge of wireless telecommunications network management systems

• Excellent sense of personal accountability

• Excellent customer service skills with strong problem-solving skills

• Proficient with Microsoft Office and the ability to learn specialized system tools

• Skilled at completing tickets for maintenance purposes

• Ability to multi-task in a fast-paced environment

• Detail oriented with strong written and verbal skills

• Self-motivated with the ability to make critical decisions

• Knowledge of wireless communications is a plus