Job Title: Network Operations Center (NOC) Tier I Surveillance Technician Department: Summit Commercial CenterJob Family: EngineeringReports to: NOC ManagerSummary The NOC Tier I Surveillance Technician primary functions include monitoring Network Monitoring System and Summit Broadband Services. Resolving network events affecting Carrier, Commercial and Residential Customer reported troubles. Summit Broadband Core Network, CPE environment and investigating alarms down to root cause for repair or dispatch. Receiving incoming calls from and providing support to Summit Broadband customers. Creating trouble tickets for tracking purposes, handling after-hours callouts and escalations, implementing outage restoration procedures and assisting in tracking of scheduled network maintenance that will impact Customer services. Duties and Responsibilities: Essential duties and responsibilities include but are not limited to those listed below.
- Maintain surveillance of the Summit Broadband Network
- Correlates and troubleshoots alarms collected by monitoring tools. Identify root cause of trouble and resolve, dispatch or escalate as required
- Maintain integrity of Network Monitoring Systems by referring erroneous alarms to responsible parties
- Assists field operations with troubleshooting and resolving customer related issues.
- Answer phones, emails and messages promptly
- Create tickets for all customer reported troubles
- Assists in communication of scheduled network maintenance
- Track and communicate outages via Incident Management application in a timely and effective manner
- Work non-traditional work schedules covering 7 x 24 x 365 operations, in office
- Ability to work independently and as a team member
- Maintain service levels for calls and tickets
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative to the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 2-3 years of Telecommunications or related industry experience
- -1 year previous work on a telecom surveillance system preferred
- -1 year previous work in customer facing role preferred
- Military experience desirable
- Knowledge and experience in troubleshooting CPE environments- NIDs, Routers, Switches
- Knowledge and experience in troubleshooting high speed data services
- Knowledge and experience in troubleshooting 3 or more of the following:
- - Metro-Ethernet devices and circuitry
- - VLAN operations
- -TCP/IP, PPPoE and cable modems
- -Small office & home networking
- -PC network configurations
- -Routing and sub-netting
- -Email delivery
- -VoIP/Hosted Voice
- -Video Delivery
- -Access technologies - DOCSIS, PON, XGS-PON
- Proven ability to manage multiple tasks/projects as well as lead small, directed projects
- Strong oral and written communication skills are essential.
- Moderate proficiency with Microsoft Office products preferred
- Working knowledge of Juniper Routers and Switches
- Working knowledge of HFC, Fiber and Copper plant
Summit Broadband is a drug and tobacco free workplace. Summit Broadband, Inc. is an Equal Opportunity Employer. The Company participates in the E-Verify program. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.