NOC Engineer I (On-Site & Overnight)

Dobson Fiber • Okc, OK

9d • Onsite

About The Position

The NOC Engineer I 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.

Requirements

• 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.

Nice To Haves

• Microsoft, A+, or MCP certification
• Cisco CCNA certification

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED