Under general supervision, the NOC Engineer will provide technical software, hardware and network problem resolution to all Dobson Fiber customers by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 NOC tech fields calls from user base and creates the initial record of the request; resolves all Level One/Level Two end-user problems over the phone; passes all Level Three requests on to a Network Technician; and follows up on the ticket to its resolution. Job Responsibilities Identify and interpret customer needs and determine appropriate action. Perform Desktop Support for various DSL/FTTH/VOIP solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles. Provide professional customer service skills, such as positive language, communication skills, problem-solving skills, flexibility, and obsessive attention to detail. Work with other Operations Team Members to resolve reported trouble incidents and ensure timely resolution. Process all service requests for new or modified services as required. Monitor open trouble incidents and ensure timely resolution. Identifies problems and risk areas and be able to advise management of actions required to mitigate their impact. Notify management of major network outages and resolutions. Other duties as assigned. Qualifications High School, Vocational, or applicable short-course diploma. 2 to 4 years of experience working in a Help Desk/System Support position. Working knowledge of various operating systems, routers, and network elements. Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance. Desired Qualifications Microsoft, A+, or MCP certification Cisco CCNA certification Working Conditions Flexible Shift Schedule. Ability to work on-call rotation. Ability to have a positive mental attitude. Must be able to lift and carry or move 25 pounds occasionally. Work is normally performed in a typical interior/office work environment. Visual perception to perform activities at distances close to the eyes. Hearing enough to understand and communicate by telephone and in person. Arm-hand dexterity enough to demonstrate and operate keyboards and small office equipment. Environmental/Working Conditions No travel required for this position Indoor office environment Physical Requirements Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enables the use of office machinery. Oral and auditory capacity enables interpersonal communication and communication through automated devices like the telephone. Safety Expectations Each employee is responsible for his/her own safety. No task should be completed unless it can be completed safely. Employees will: Comply with all company safety programs, rules, regulations, procedures, and instructions applicable to his/her own actions and conduct. Refrain from any unsafe act that might endanger him/herself or fellow workers. Obey all posted company, state, and federal hazard and traffic safety signs. Use all safety devices and personal protective equipment provided for their protection. Report all hazards, incidents, and near-miss occurrences to their immediate supervisor or Director of Safety within 2 hours, even if no injury or property damage occurred. Promptly report all injuries and suspected work-related illnesses, however slight, to his/her immediate supervisor or Director of Safety. Employees who drive company vehicles must possess a valid and appropriate driver’s license for driving the vehicle, and employees who operate company equipment must be trained and authorized. Employees operating company vehicles and equipment must comply with state and federal laws and regulations. Seat belt use is required while operating any company vehicle or equipment. Texting while driving is prohibited by Dobson Fiber policy and State Law. Participate in safety committee meetings, training sessions, and surveys as requested and provide input into improving safety. Notify your supervisor or Human Resources immediately of any change in physical or mental condition or use of prescription drugs or illegal drugs that would affect the employee’s job performance or the safety of him/herself or others. Working under the influence of alcohol or illegal drugs is strictly prohibited at any company facility, workplace, worksite, or when operating any company vehicle or equipment. Any employee, contractor, or subcontractor who works or reports to work under the influence of alcohol or illegal drugs will be subject to disciplinary action, including possible termination of employment or loss of contract. Notify the Human Resources Director within five days of serious driving, drug/alcohol, or criminal convictions. Be a safe worker on and off the job. Help coworkers do their job safely. Approach work with a safe attitude.