(Archived) NOC Technician I

SUMMARY:
The NOC Technician I will provide surveillance and incident management support for the Network Operation Center (“NOC”), which will include effectively communicating and escalating alarms to ensure quick resolution, utilizing a network management system to detect alarms, completing trouble tickets to document alarms and escalations, and answering telephone calls. The NOC Technician I will perform a variety of routine supervised duties in accordance with applicable guidelines. The incumbent will perform duties that involve related steps, methods or application of standard practice and specific instruction with occasional variations. The incumbent must apply a sense of urgency, prioritization and some independent judgment in gathering and organizing the relevant information.

ESSENTIAL DUTIES:

• Open trouble tickets, perform initial triage, dispatch and provide break/fix action to resolve network events and issues reported via alarming tools or by customers.
• Respond to customer inquiries and problems
• Perform duties that involve following methods of procedures and technical job aides
• Respond to network activities, which includes supporting service level agreement commitments between Network Development and internal/external customers
• Initiate the flow of communications between the NOC and (i) internal groups, (ii) vendors, (iii) customers, and (iv) third party carrier/partners
• Manage incident, problem, and change tickets in accordance with change management guidelines and procedures
• Provide input and feedback for the use and optimization of NOC management applications/tools and NOC processes and procedures
• Provide quality, timely, and accurate end-to-end support for any issues within defined areas of responsibility, including but not limited to phone, email and instant message contacts; document/track incidents in the ticketing system
• Document problems by accurately and completely recording in technical logs and trouble ticketing system relevant information, including diagnostic results, multiple product correlation, and escalation and repair performance information
• Open via the E-NOTAM websites Notice to Airmen tickets on outages that impact lighted towers
• Properly follow escalation procedures when outage events and/or impairments are not resolved in the prescribed amount of time.
• Perform basic research and analysis of data or information, acquiring skills through a combination of formal training and on-the-job experience.