Network Operations Center Technician I or II

ImOn Communications, LLC•Sioux City, IA

About The Position

Network Operations Center Technician I or II Location: Sioux City Department: Systems Planning and Engineering Employment Type: Full-Time Connect Communities. Grow Your Career. Make an Impact. At ImOn Communications, we’re more than a technology provider — we’re a team of people passionate about keeping our community connected. As a NOC Technician you will work hands-on with equipment in the field such as swapping receivers, clearing snow/ice off satellite dishes, traveling to the head end to reboot critical equipment during an outage as needed. You will also test equipment such as network switches, routers, wireless radios, Modems, ONTs, Phones and any other devices that apply. Communicating with external providers and escalated entities is a key component to this position, and having good communication skills is important. Whether you’re beginning your career or bringing years of hands-on experience, this role offers training, and clear advancement paths that let you grow at your own pace.

Requirements

Strong communication and customer service skills
A positive, professional attitude, even in challenging situations
Technical curiosity and a willingness to learn
Dependability and attention to detail
Ability to work independently and as part of a team
At least 1 year of technical troubleshooting experience or similar.
At least 3 years in a NOC, help desk, or IT support role.
Hands-on troubleshooting of network outages, latency, routing issues, and server alerts.
High School Diploma or equivalent
Ability to function independently and efficiently in a fast-paced environment.
Must be team oriented, friendly and personable with a strong focus on customer service.
Excellent interpersonal, oral and written communication skills with demonstrated ability to articulate relevant information in an organized and concise manner.
Must be able to work proactively and independently with minimal supervision.
Must have the technical capability to learn and understand network provisioning, management, and monitoring tools such as Calix CMS and Access Nodes, Brocade/Ruckus switches, Adtran voice gateways, DHCP and DNS servers, Ribbon C15, and SNMP/Zabbix monitoring tools.

Nice To Haves

Associates Degree in Computer Science or Engineering Studies
CCNA

Responsibilities

Communicate effectively with ImOn Admins, Calix TAC, Aureon NOC, and all other internal departments within ImOn.
Provide real-time support for voice, internet, and data services for Business and Strategic Partner customers, serve as the primary interface for customer issues following an open ticket and necessary escalation from Customer Care
Monitor and resolve department trouble tickets for voice, internet, and data services and provide support when required. Escalate to engineers when necessary.
Work with Service Technicians by determining dispatches and timeframes when on-site customer assistance is required. (Need to understand the dispatching resources and procedures)
Must be able to understand the purpose and general operation of various customer devices such as firewalls, routers, switches, VoIP ATA’s, and SIP phones to the extent they can visualize and assist customers and/or service technicians with troubleshooting over the phone.
Be proactive in customer communication through email, voice call notification of outages, and approximate timetable of said outage or service occurrence when available.
Respond to copyright infringement and subpoenas when required.
Perform regular audits of existing switch, router, and server configurations to ensure security, logging, backup, and alarming is properly configured.
Demonstrates active listening and effective communication to ensure a mutual understanding of customers’ concerns.