Position Title:  Noc Technician-SCFS 

 

Role

Provides support in a 24x7x365 Network Operations Center that monitors, resolves, tests, and escalates Network DAS and Small Cell issues to ensure company compliance with customer requirements.

 

Responsibilities

Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service. Engage field operations and Tier 2 support for network equipment issues as needed.  Respond to client requests and notify clients of network problems and business impacts.  Review planned and unplanned changes to network infrastructure.  Surveil and monitor the DAS & Small Cell networks by using provided systems and tools to remotely access complex equipment and resolve alarms on these networks.  Use provided tools to localize network problems to host or remote equipment. Recognize correlation of multiple alarm conditions or tickets to identify root cause and possible resolution. Provide and monitor internal communication with Fiber NOC on alarm status and resolutions. Provide and monitor external communication with customers of the SCN NOC on alarm statuses and providing updates on escalations. Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.  Basic configuration & troubleshooting of DAS network alarms.  Provide first contact for large scale outages and provide feedback on outages for customers, contractors, technicians, and other involved employees.  Maintain a working knowledge of all products, processes, and systems associated with the various systems utilized in the SCN NOC.

 

Expectations

Knowledge of wireless telecommunications network management systems Excellent sense of personal accountability Excellent customer service skills with strong problem-solving skills Proficient with Microsoft Office and the ability to learn specialized system tools  Skilled at completing tickets for maintenance purposes  Ability to multi-task in a fast-paced environment  Detail oriented with strong written and verbal skills  Self-motivated with the ability to make critical decisions Knowledge of wireless communications is a plus

 

Education/Certifications

Associate degree or equivalent technical training in electronics or IT 

 

Experience/Minimum Requirements 

Three (3) to Five (5) years of customer service and/or service dispatch experience Telecommunication and wireless experience preferred

 

Organizational Relationship :

Reports to:  Supervisor, Noc- Network 

 

Working Conditions: This role falls into our hybrid work model working 8-hour days, five days a week and some weekends.  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.   

3rd shift – 00:00-08:00

 

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