- Professional
The NOC Technician is responsible for the 24x7x365 real time monitoring and surveillance of the Blue Stream Fiber Network and the services that traverse it.
The position will monitor, document, and investigate incoming platforms, service alarms and escalations from business partners (e.g., Customer Care, Commercial Services, Field Services), create trouble tickets in accordance with existing guidelines, troubleshoot, and remotely restore challenges on various platforms.
The Technician will assume responsibility for reactive and proactive tasks outlined in core processes (Event Management, Incident Management, Change Management and Knowledge Management) and collaborate with other organizations within Blue Stream Fiber to facilitate various tasks.
Key Responsibilities
- Must be able to work evenings and overnights.
- Conduct proactive monitoring, remote diagnostics, and maintenance activities for network devices within areas of responsibility.
- Notify and escalate issues internally and externally as required in support of network outages and restoration events.
- Create tickets per guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management and other fault detection systems.
- Provide second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies – HFC(CMTS), FTTX(GPON) IP Core.
- Isolate and resolve subscriber voice, video, and data issues by correlating information from network equipment and monitoring systems.
- Provide updates to customers, internal groups, and vendors as required in a timely manner.
- Manage internal phone queues to assist with live troubleshooting in accordance with defined service level agreements.
- Validate restoration and repair actions made to correct issues and clear alarms once approve.
- Validate operational success of development and maintenance.
- Close trouble tickets and provide feedback/updates to knowledge base (e.g., Methods of Procedure)
- Provide feedback and recommendations for Operations Support Systems (OSS) tools improvements, process flows, event management and correlation.
- Open cases with third party vendors and drive for resolutions within required SLA’s where applicable.
- Comply with established Change Management and Incident Management processes.
Skills, Knowledge & Expertise
- High School Diploma/GED or equivalent experience.
- Minimum of 3 years as CATV Service Tech or related technical experience.
- Two-year technical college degree or equivalent military technical training.
- Two or more years of relevant work experience (Telco or MSO) preferred.
- CCNA, A+, Network +, or other certifications are considered a plus.
Job Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
