NOC Tier I Surveillance Technician

Summit Broadband•Orlando, FL

4d•Onsite

About The Position

The NOC Tier I Surveillance Technician primary functions include monitoring Network Monitoring System and Summit Broadband Services. Resolving network events affecting Carrier, Commercial and Residential Customer reported troubles. Summit Broadband Core Network, CPE environment and investigating alarms down to root cause for repair or dispatch. Receiving incoming calls from and providing support to Summit Broadband customers. Creating trouble tickets for tracking purposes, handling after-hours callouts and escalations, implementing outage restoration procedures and assisting in tracking of scheduled network maintenance that will impact Customer services.

Requirements

2-3 years of Telecommunications or related industry experience
1 year previous work on a telecom surveillance system preferred
1 year previous work in customer facing role preferred
Knowledge and experience in troubleshooting CPE environments- NIDs, Routers, Switches
Knowledge and experience in troubleshooting high speed data services
Knowledge and experience in troubleshooting 3 or more of the following: o Metro-Ethernet devices and circuitry o VLAN operations o TCP/IP, PPPoE and cable modems o Small office & home networking o PC network configurations o Routing and sub-netting o Email delivery o VoIP/Hosted Voice o Video Delivery o Access technologies – DOCSIS, PON, XGS-PON
Proven ability to manage multiple tasks/projects as well as lead small, directed projects
Strong oral and written communication skills are essential.
Moderate proficiency with Microsoft Office products preferred
Working knowledge of Juniper Routers and Switches
Working knowledge of HFC, Fiber and Copper plant
Must be able to pass Criminal & Drug Testing Checks
Summit Broadband is a drug and tobacco free workplace.

Nice To Haves

Military experience desirable

Responsibilities

Maintain surveillance of the Summit Broadband Network
Correlates and troubleshoots alarms collected by monitoring tools. Identify root cause of trouble and resolve, dispatch or escalate as required
Maintain integrity of Network Monitoring Systems by referring erroneous alarms to responsible parties
Assists field operations with troubleshooting and resolving customer related issues.
Answer phones, emails and messages promptly
Create tickets for all customer reported troubles
Assists in communication of scheduled network maintenance
Track and communicate outages via Incident Management application in a timely and effective manner
Work non-traditional work schedules covering 7 x 24 x 365 operations, in office
Ability to work independently and as a team member
Maintain service levels for calls and tickets