Job Description
As an Operations Technician in the Broadband NOC you will be responsible for monitoring and maintaining the Broadband network. This role evaluates, opens/closes trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups. Knows equipment specific maintenance procedures and can assist field ops in card swaps and equipment restoration. Knowledge of Broadband / DSLAM network topology. Some basic knowledge of Ethernet router / switch equipment is a plus. Able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively. Basic understanding of telecom, network topology and repair procedures. Works with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24×7 environment. Communicates effectively with peers, other centers, off-net providers and customers.
As an Operations Technician, your duties and responsibilities will include:
Maintain excellent acknowledgement and response time to alarms and customer calls.
Provide quality documentation of network failures and maintenance activity.
Establish factual data to allow management and vendors to understand the problem and prevent recurrence.
Analyze, diagnose, sectionalize, isolate, and resolve trouble situations.
Manage and correlate multiple trouble reports.
Communicate with internal customers and others in a repair situation.
Provide Tier I support in platforms supported
Interact with all Tier repair teams. Initiate internal/external escalations, as necessary.
Provide follow up and closure of assigned trouble tickets
Works in 24×7 environment and may need to work evenings, nights and/or weekends and holidays
Qualifications
WHAT IT TAKES TO CATCH OUR EYE
Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurations
Basic understanding of Ethernet router / switch and ATM network equipment is a plus
Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems
Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels
Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite
BONUS POINTS FOR:
Industry certifications (Business Management or Technical Certification)
Awards for operational or customer service excellence
Experience working as a technical support analyst/specialist
Experience working in a Network Operations Center