NOC Engineer I (On-Site & Overnight)

Job Description

Job Description

The NOC Engineer I will provide technical software, hardware and network problem resolution to all Dobson Fiber customers by performing question / problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 NOC tech fields calls from user base and creates the initial record of the request; resolves all Level One / Level Two end-user problems over the phone; passes all Level Three requests on to a Network Technician; and follows up on the ticket to its resolution.

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO :

• Identify and interpret customer needs and determine appropriate action.
• Perform Desktop Support for various DSL / FTTH / VOIP solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles.
• Provide professional customer service skills, such as positive language, communication skills, problem-solving skills, flexibility, and obsessive attention to detail.
• Work with other Operations Team Members to resolve reported trouble incidents and ensure timely resolution.
• Process all service requests for new or modified services as required.
• Monitor open trouble incidents and ensure timely resolution.
• Identifies problems and risk areas and be able to advise management of actions required to mitigate their impact.
• Notify management of major network outages and resolutions.
• Other duties as assigned.

QUALIFICATIONS INCLUDE :

DESIRED QUALIFICATIONS :

WORKING CONDITIONS :

ENVIRONMENTAL / WORKING CONDITIONS

No travel required for this position

Indoor office environment

PHYSICAL REQUIREMENTS

Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enables the use of office machinery. Oral and auditory capacity enables interpersonal communication and communication through automated devices like the telephone.