NOC Technician- SCFS (Second Shift) (Information Technology)
Position Title: Noc Technician-SCFS
Role
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.
Responsibilities
- 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.
Expectations
- 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
Education/Certifications
- Associate 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
Organizational Relationship :
Reports to: Supervisor, Noc- Network
Working Conditions: This role falls into our hybrid work model working in the office 8-hour days, five days a week or 10-hour days, four days a week and some weekends. There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.
2nd shift – 14:00-22:00 or 12:00-22:00
#Li-IM1 #LI-Hybrid
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Technician
