This position is responsible for providing front end phone based technical support to an existing customer base, including managing trouble ticket flow and interfacing with network partners and internal resources to achieve swift resolution to service issues. The position is also responsible for network monitoring and proactively notifying customers of ticket status. The NOC Engineer will effectively provide first level support of Voice Services (PRI, SIP, Long Distance, 8xx, Hosted PBX, POTS), Data Services including Internet and MPLS, and manage vendors to resolve customer troubles within established timelines.
- Assign and track trouble tickets. Examine pertinent information to accurately and efficiently identify customer issues and work to resolve those issues in a timely manner.
- Utilize Access One’s switch to accurately and efficiently troubleshoot network service issues. Tasks include, but are not limited to; performing call traps, testing circuits, activating RCF’s, and re-directing Toll Free numbers.
- Work closely with network partners and internal resources to find quick and satisfactory resolutions to trouble tickets.
- Notify customers and other necessary internal departments of findings and any subsequent recommendations.
- Perform proactive surveillance and monitoring of network alarms and notify customers of apparent issues.
- Perform data entry into the appropriate systems in order to document trouble ticket flow and steps taken to address issues. This includes logging detailed and accurate notes for each trouble ticket and customer, vendor, and network partner interaction.
- Carry out initial troubleshooting of Data services including verification of interface status on Core/Edge and CPE routers
- Identify and resolve voice translation, routing and call quality issues
- Education: High School diploma or GED
- Certificates such as CCNA, CCNP, JNCIA, or JNCIS are highly desirable, but not required
- Experience: 2-5 years in a network operations center or equivalent
Knowledge, Skills and Abilities:
- Working knowledge of voice communications, including local and long distance traffic flows for switched and dedicated access
- Basic knowledge of PBX and Hosted PBX functionality and capabilities
- Experience troubleshooting data circuits and services including Metro Ethernet, MPLS Internet AccessBasic level of understanding and experience with equipment such as Alcatel-Lucent 5010, Metaswitch class 5 softswitch, Digital cross connect system(s), and Adtran routers (specifically the TA9xx and Netvanta series)
- Experience troubleshooting TDM and Voice over IP services including but not limited to: PRI, CAS, 8xx, CNAM/LIDB/911, SIP
- Working knowledge of data communications equipment, technology and Quality of Services configurations
- Ability to organize, prioritize and follow-up on unresolved issues in a fast paced environment
- Experience in front-end call handling and troubleshooting
General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
Position requires on call every 4-6 weeks during which time working evening and overnight hours and holidays from home is required.