NOC Technician I

Role Overview

• Conduct proactive monitoring, remote diagnostics, and maintenance activities for network devices within areas of responsibility.
• Notify and escalate issues internally and externally as required in support of network outages and restoration events.
• Create tickets per guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management and other fault detection systems.
• Provide second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies – HFC(CMTS), FTTX(GPON) IP Core.
• Isolate and resolve subscriber voice, video, and data issues by correlating information from network equipment and monitoring systems.
• Provide updates to customers, internal groups, and vendors as required in a timely manner.
• Manage internal phone queues to assist with live troubleshooting in accordance with defined service level agreements.
• Validate restoration and repair actions made to correct issues and clear alarms once approve.
• Validate operational success of development and maintenance.
• Close trouble tickets and provide feedback/updates to knowledge base (e.g., Methods of Procedure)
• Provide feedback and recommendations for Operations Support Systems (OSS) tools improvements, process flows, event management and correlation.
• Open cases with third party vendors and drive for resolutions within required SLA’s where applicable.
• Comply with established Change Management and Incident Management processes.

Requirements

• Must live in Florida
• High School Diploma/GED or equivalent experience.
• Minimum of 3 years as CATV Service Tech or related technical experience.
• Two-year technical college degree or equivalent military technical training.
• Two or more years of relevant work experience (Telco or MSO) preferred.
• CCNA, A+, Network +, or other certifications are considered a plus.

Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP