Tier I NOC Technician Second Shift Sun-Th. 3 -11:30 PM

Roles & Responsibilities

The Tier 1 NOC Technician performs the following roles and responsibilities:

• Network Monitoring and Surveillance

1. Monitor elements, devices and other components within a designated span of control (WAN, SD-WAN, Transport) to identify events, incidents or problems with services, networks or elements
2. Log identified incidents / problems in the ticket system
3. Initiates the incident management process

• Initial support for Incidents and Service Requests
  1. Provided first-level support by handling incidents or Service Requests using the Incident Reporting and Request Fulfilment processes
  2. Collects, obtains and logs information necessary to diagnose the incident
  3. Performs initial diagnosis
  4. Resolves routine incidents
• Incident Management / Restoration Management
  1. Direct, coordinate and oversee the actions of the resources restoring a service
  2. Drive service restoration to meet defined Incident Management policies and service level commitments
  3. Drive the efficiency and effectiveness of the Incident Management process
  4. Produce management information
  5. Manage the work of incident support staff (first- and second-tier)
  6. Monitor the effectiveness of Incident Management and making recommendations for improvement
  7. Develop and maintaining the Incident Management systems
  8. Manage Major Incidents (Severity 1 and Severity 2)
  9. Develop and maintaining the Incident Management process and procedures

Note: The Incident Management role is given the authority to manage incidents effectively through first, second, and third tier support.

• Major Incident Team Member

1. The Major Incident Team Member role is to provide subject matter expertise to facilitate resolution of the Incident within the Incident Management process.

• Communications Specialist
  1. Establish and manage bridge calls for incidents and outages
  2. Provide notifications for incidents and outages
  3. Provide a point of contact for to the incident response team
  4. Provide translation of incident communications from technical details into non-technical summarizations.

Minimum Qualifications

• US Citizen with background check
• High School Diploma or GED
• Some understanding of LAN, WAN, SD-WAN and Network Transport technologies including VPN, and DMVPN.- we will train on the specifics
• Basic understanding of runbooks and troubleshooting network issues.(we will train on this)
• Excellent oral and written communication skills.

Organized, self-starter that has superior customer service skills and pays close attention to detail.