- Alarm monitoring using various software platforms
- Answer all support requests, troubleshoot or escalate as required.
- Troubleshoot various issues including but not limited to:
- Network and transport support services
- Business and residential telecommunication troubleshooting and escalations
- Vision Net video conferencing solutions
- PSAP/911 technical support
- DNS, e-mail, and web hosting services
- Maintain timely response to all customer support request.
- Provide accurate and detailed ticketing notes and e-mails including but not limited to:
- Initial issue
- Escalations and resolutions
- All troubleshooting steps
- Updating team leads, supervisors, and managers on all critical issues including outages
- Promptly and accurately sending out maintenance notifications
- Dispatching to customer sites with or without supervision. Duties may include but are not limited to:
- Troubleshooting customer network, computers, servers, and software.
- Installing/maintaining physical layer
- Management assigned projects/tasks that include but are not limited to:
- Departmental Training
- Documentation Update/Clarification
- Expected mandatory overtime to complete maintenance, development, training, or extended troubleshooting.
- Initiative and drive to complete project assignments
- Knowledge of:
- OSI model
- Network and transport infrastructure
- DNS, e-mail, web hosting basics
- Business and residential telecommunication services
- Skills and Abilities:
- Multitask numerous issues at the same time.
- Organizational proficiency
- Professionalism in all written and verbal communications
- Provide excellent customer service and business class support.
- Work independently and within a team environment
- Effectively research technical support solutions using analytical and critical thinking.
- Work in a safe and efficient manner
- Maintain confidentiality of company information and records when required.
- Create a team environment and sustain employee morale.
- Currently have or can obtain a valid Montana driver's license within 90 days from start date. A safe driving record and the ability to be insured under the company insurance policy is required.
- Consistently perform with integrity and accountability
NOC Technician - Great Falls, United States - Vision Net
Description
Position Title: Network Operations Center (NOC) Technician Department: Network Operations Center
Reports To: Network Operations Center (NOC) Supervisor
FLSA Status: Hourly, Non-Exempt
Job Summary: This position is responsible for day-to-day operations related to business class technical support services. This is an entry-level position.
Essential Job Duties and Responsibilities:
Knowledge, Skills, and Abilities:
Education and Experience:
Previous experience in a technical customer service role preferred.
Previous experience providing NOC or TAC services preferred.
Physical and Other Requirements:
This position will require 8 to 12-hour shifts, scheduling flexibility, weekend and overnight shifts, on a rotating basis. The Vision Net NOC is a small team of specialized individuals and every team member is counted on to be in attendance on a regular basis. Tardiness and poor attendance disrupt workflow, place additional burdens on co-workers and jeopardize quality customer service. For these reasons, tardiness and poor attendance cannot be tolerated.