NOC Technician I in Bluffton, SC at Hargray

Job Description

Hargray’s Mission – To Envision and deliver customer delight

At Hargray Communications, we are looking for people to join our Network Operations team who are extremely detail-oriented and extraordinarily passionate.  We thrive on designing simple and scalable solutions to complex problems and delivering leading-edge technology to our customers.

If you like well-defined product sets, answers that can be found quickly, predictability and working in silos, Hargray is not for you.  If you want to work for a company that uses the latest technology to manage our diverse platforms and support operational success and fosters an environment where innovative solutions are the key to driving our vision, you might be a great fit for Hargray.  We are a customer service-oriented, dynamic company seeking applicants that are strong communicators, enjoy, working in face-paced, challenging environments where time flies as you juggle multiple competing priorities.

The primary functions in this role would include monitoring Hargray Communications’ network infrastructure and investigating alarms down to root cause for repair or dispatch.  Receiving incoming calls from and providing support to all SLA and Cell site customers. Creating trouble tickets for tracking purposes, handling after-hours callouts and escalations, implementing outage restoration procedures and assist in the tracking of scheduled network maintenance.

Duties & Responsibilities:

• Maintains surveillance of network at all times
• Correlates and troubleshoots alarms collected by NOC monitoring tools. Identify the root cause of trouble and resolve, dispatch or escalate as required
• Maintains integrity of Monolith AssureNow by referring erroneous alarms to responsible parties
• Troubleshoots issues that are reported by Cell Site Backhaul customers, Carriers and SLA customers
• Assists field operations with troubleshooting and resolving customer/network related issues
• Provides Tier II support for the Technical Assistance Center (TAC)
• Provides additional technical support for other internal organizations
• Answers phones promptly
• Creates tickets for all network troubles
• Assists in completion of scheduled network maintenance
• Tracks and communicates outages via NORAD in a timely and effective manner
• Works non-traditional work schedules covering 7 x 24 x 365 operations
• Performs after-hours callouts and escalations
• Works independently and as a team member
• Performs other duties as assigned to ensure the proper operation of the NOC