Client: Telecom

Title: NOC Technician

Location: Melville, NY

Duration: 12 Months

Shift: Hybrid, with 3 day in the office and 2 day are WFH.

Hours: 8AM – 5PM, Tuesday thru Saturday or 2PM – 11PM, Tuesday thru Saturday

Responsibilities

• Responsible for the 24x7x365 monitoring of all critical systems and answering customer support calls

• Answer customer calls, create tickets and perform initial triage for issue resolution

• Monitor network alarms, create tickets and perform initial triage for issue resolution

• Identify customer impact and urgency

• Resolve the issue if possible by utilizing documented processes and run books

• Escalate/Assign tickets to appropriate internal support teams if the issue cannot be resolved within define guidelines

• Own accountability of the incident ticket until ticket closure by observing ticket progression by continued oversight of the incident for appropriate progression

• Perform direct communications to customers for updates as necessary

• Send all incident updates and notifications to defined recipients (internal engineers, management or external customer) as necessary in accordance to defined notification procedure

• Once incident is deemed resolved, verify and close tickets

• Ensure ticket handover during shift changes in accordance to operations guidelines

Education/Certifications

• High School Diploma or equivalent experience

Experience/Minimum Requirements

• Strong work ethic and multi-tasking ability

• Able to work unsupervised but also utilize direction, supervision, and training effectively

• Excellent analytical problem solving and decision-making abilities

• Strong written and verbal communication skills

• 1-2 years’ work experience in telecommunications or similar fields

• Understanding of standard concepts, practices, and procedures within the telecommunications field.

• Experience and understanding of some or all of the following areas: SONET, IP subnetting and layer 2/3 routing, DWDM, dark fiber services

• Experience with some or all of the following equipment platforms: Ciena Optical platforms, Cisco Optical platforms, Infinera, Juniper MX and EX series, MRV switches, Cisco routers and switches

• Understanding of NMS and EMS systems to navigate and troubleshoot efficiently

• Experience with Layer2/3, BGP, IPv6 and/or JUNOS a plus