Network Operations Center (NOC) Support Operator (Jr Level- non-exempt)
Position work location: ONSITE Corporate Office, Fort Lauderdale, FL
Who we are and what we do:
Ubicquia, Inc.'s intelligent infrastructure platforms are installed in minutes and simply plug into the photocell sockets of 360 million compatible streetlights to reduce energy consumption, enhance public safety, and lower operations and maintenance costs. Our communication platforms use existing stAreetlights to expand public broadband and help mobile operators accelerate their 5G and Fixed Wireless Access deployments. Our smart grid products attach to existing distribution transformers in minutes, providing predictive analytics that make the grid more resilient. Ubicquia products are deployed by more than 700 customers, including the largest cities, utilities, and mobile operators across North America.
Position Summary:
Are You The One? Join, Work And Succeed. We're only working with the best!
Ubicquia is hiring Network Operations Center (NOC) Support Operator (third shift) to monitor our Ubicquia IoT and Smart City deployments. You'll oversee real-time monitoring, incident identification, troubleshooting, and ensuring overall system stability. Our NOC Operators will assist our Field Engineering and Project Management teams with the implementation of our Ubicquia Smart City platforms and ensure normal and continuous operations for the services.
Essential Duties and Responsibilities:
- System Monitoring: Monitor networks using specialized tools and our dashboards to identify events or outages during 8-hour shifts and respond to system triggered alerts.
- Incident Response: Quickly identify, classify incidents, and initiate necessary response procedures using our Salesforce ticketing system.
- Troubleshooting: Investigate network issues, apply solutions, or escalate to higher-level technicians within the shift.
- Documentation and Reporting: Keep up to date records of customer interactions, maintain incident records and generate concise shift reports. Create and maintain procedures and training documentation.
- Collaboration: Coordinate with IT, engineering, and support teams for incident resolution during the assigned shift.
- Continuous-Improvement: Provide feedback to management; process improvements that increase customer satisfaction. Suggest automations and tools to enhance the platform monitoring.
- Customer Service: Provide level 1 support assisting customers via email, phone calls and Salesforce application; relay product knowledge, provide 1 on 1 training and tailored solutions via active listening to end customer.
- Excellence: Customers, internal team members and leadership are handled professionally, accurately, with high quality customer service.
- Knowledge: Maintain a comprehensive knowledge of product and services
- Ownership: Self-starter who outperforms standards, expectations and communicates well.
Education and Experience:
- Education: Bachelor's degree in computer science, computer engineering, electronics, telecommunication or related field. Or equivalent experience in a technical support role.
- Experience: 2-3 years of experience in a technical support role.
- Technical Skills: Proficiency in network monitoring tools and troubleshooting protocols. Familiarity with IoT platforms.
- Analytical Abilities: Strong problem-solving skills and ability to analyze information efficiently.
- Communication: Excellent verbal and written communication skills.
- Availability: Willingness to work 8-hour shifts for 24/7 coverage. Including all major holidays.
Additional Requirements:
- Ability to perform effectively under pressure within the designated shift hours.
- Attention to detail and adeptness at multitasking.
- Ability to collaborate on projects and work independently when required.
- Remote & On-site Positions Available
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Benefits:
Ubicquia offers attractive compensation with benefits that include:
- Fully covered medical, dental and vision insurance employee premiums
- Unlimited PTO
- Performance Based Incentive Plan
- Rich Total Rewards package
- Life Insurance, LTD STD
- Supplementary Insurance, FSA and other competitive benefits.
Ubicquia is an Equal Employment employer committed to the principles of equal employment opportunity and affirmative action for all applicants and employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state, or local law, ordinance or regulation. Ubicquia also makes reasonable accommodations for disabled employees consistent with applicable law.
No external recruiters will be considered.