NOC Technician in Bluffton, SC at Hargray

Date Posted: 10/5/2019

Job Snapshot

Job Description

General Description of Position:

The NOC Technician Level I primary functions 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 tracking of scheduled network maintenance.

Duties & Responsibilities:

  • Maintain surveillance of network at all times
  • Correlates and troubleshoots alarms collected by NOC monitoring tools. Identify root cause of trouble and resolve, dispatch or escalate as required
  • Maintain 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.
  • Provide Tier II support for the Technical Assistance Center (TAC)
  • Provide additional technical support for other internal organizations
  • Answer phones promptly
  • Create tickets for all network troubles
  • Assists in completion of scheduled network maintenance
  • Track and communicate outages via NORAD in a timely and effective manner
  • Work non-traditional work schedules covering 7 x 24 x 365 operations
  • Perform after-hours callouts and escalations
  • Ability to work independently and as a team member
  • Performs other duties as assigned to ensure the proper operation of the NOC


Job Requirements

Minimum Qualifications:

  • 2-3 years of Telecommunications or related industry experience
  • 1 year previous work on a telecom surveillance system preferred
  • 1 year previous work in customer facing role preferred
  • Knowledge and experience in troubleshooting high speed data services
  • Knowledge and experience in troubleshooting 3 or more of the following:
  • Metro-Ethernet devices and circuitry
  • VLAN operations
  • TCP/IP, PPPoE and cable modems
  • Small office & home networking
  • PC network configurations
  • Routing and sub-netting
  • Email delivery
  • VoIP
  • IP and RF video distribution architectures.
  • DOCSIS 2.0/3.0 and Packet Cable standards
  • Proven ability to manage multiple tasks/projects as well as lead small, directed projects
  • Strong oral and written communication skills are essential.
  • Moderate proficiency with Microsoft Office products preferred
  • Ability to obtain Juniper JNCIA certification within 1 year of employment

Additional Qualifications Desired:

  • Working knowledge of Juniper Routers and Switches
  • Working knowledge of HFC, Fiber and Copper plant