Technician I

Conterra Ultra Broadband•Charlotte, NC

12d

About The Position

The NOC Technician I monitors and supports Conterra’s network infrastructure and works with third-party partners to resolve network issues. The role involves customer service, troubleshooting, problem-solving, documenting, escalating, and reporting incidents. The technician tracks incidents in the company’s incident management system, follows standard operating procedures for escalations, and reports incidents to management or other internal departments as required. This is a contract-to-hire position in a 24/7 network operations environment.

Requirements

High school diploma or equivalent required.
Minimum of 0–1 years of experience in a Tier 1 network operations support role.
Solid troubleshooting skills.
Good customer-service and organizational skills.
Clear verbal and written communication skills.
Ability to learn and retain information in a fast-paced environment.
Ability to multitask efficiently and work independently and as part of a team while maintaining quality service.
Ability to take on demanding challenges and assume new responsibilities effectively.
Experience using Microsoft Office Suite and SharePoint.
Knowledge of Telnet, SSH, RDP, and WEBHTTPS to access devices and use web and CLI interfaces.

Nice To Haves

Two- or four-year technical degree and/or equivalent training.
Experience or training with voice and data communications networks and their components, and with data/wireless communications principles.

Responsibilities

Monitor power-related alarms through the NMS system and create incident-management tickets.
Troubleshoot data and voice network incidents in a timely manner.
Prioritize network issues by severity and escalate them to the appropriate levels as needed.
Resolve customer incidents through multiple communication outlets.
Maintain status updates to internal and external customers until incidents are resolved.
Document each incident accurately and track its status in the incident management system.
Perform steps to verify levels and coordinate with Field Operations.
Respond to customer requests and communicate promptly according to department policies.
Maintain or exceed company quality-assurance scores.
Provide on-call support as needed.
Perform other duties assigned by the NOC supervisor or manager.