NOC Engineer
3 weeks ago
NOC Engineer performs technical problem resolution, in a fast-paced environment, including analysis, trouble isolation and repair. Duties will include acting as a Customer Advocate in a 24x7x365 Network Operation Center for all company's internal and external, voice, data and VoIP services.
Duties:
- Responsible for analyzing, testing, isolating and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or data, TCM and/or VoIP products and service and the associated CPE equipment;
- Configuration and troubleshooting of: company's managed CPE troubles on Cisco, Adtran, Versa, and various other CPE routers, SBC's and firewalls company's cloud PBX services, including portal, SIP endpoint, hardware-based and software-based clients;
- Always performs Customer Advocate duties while maintaining a positive and professional manner, during high stress situations. Takes calls and provides status from and to customers on a regular basis;
- Works in conjunction with internal and external to the company technicians/engineers to troubleshoot and resolve customer's issues;
- Has direct interaction and escalates troubles internally and externally (LEC's and other carriers) on behalf of the customer;
- Maintains workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data;
- Contribute to departmental company goals and objectives;
- Strong technical acumen to quickly learn new technologies;
- Other duties may be assigned.
Skills/Qualifications:
- To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.
- Bachelor's degree in IT related field or equivalent experience.
- 7+ years' experience in a technical support environment
- 5+ years' experience working with VoIP preferred
- An understanding of telecom switching topology and network architectures, trouble ticket system knowledge.
- Cisco CCNA or BroadSoft Certification preferred
- Must be fluent in English (Spoken and Written)
- Excellent verbal and written communication skills, including excellent listening skills.
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