(Archived) Network Operations Technician I

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 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.