NOC Technician

An opportunity has developed for a NOC Tech in our Service Management Department.  This person is responsible for providing phone based technical support to our customers, including managing and resolving trouble tickets by interfacing with internal resources and network partners to achieve swift resolution for service issues. The position is also responsible for network monitoring and proactively notifying customers of ticket status.

Essential duties and responsibilities are:

• Accurately and efficiently identify and resolve customer service issues in a timely manner.  This includes:
  • For on-net service issues, 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.
  • For re-sold service issues, work closely with network partners and internal resources to find quick and satisfactory resolutions to trouble tickets.
• Notify customers and other necessary personnel of findings and any subsequent recommendations.
• Proactively monitoring network and notifying customers of apparent issues.
• Enter trouble ticket flow and steps taken to address issues into appropriate systems.  This includes logging detailed and accurate notes for each trouble ticket and customer, vendor, and network partner interaction.

Qualifications include 1 – 3 yrs telecom service and/or NOC experience with demonstrated ability to diagnose and isolate troubles at a Tier II level preferred.  Must also be able to manage difficult or emotional customer situations, respond promptly to customer needs, and have excellent communications skills.  Proficiency with Microsoft Excel, Word, and Outlook a must.

This position does have "on-call” responsibility and must carry the afterhours pager at least one week per month.

To apply, submit resume to resume@accessoneinc.com.