Job Details

The primary position responsibilities will include, but are not limited to:

• Answer incoming calls in a pleasant helpful manner
• Escalate issues to Senior Staff or CTO as appropriate
• Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
• Update customers, team, and staff as appropriate regarding the status of their inquiries or issues via telephone or email
• Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
• Perform notification and escalation of the incident as documented in customer specific procedures in accordance with established guidelines and standards.
• Be the front line to NOC’s technical support staff members by coordinating and routing incidents, calls and tickets
• Respond to network events, customer telephone calls and e-mails (collectively referred to as “incidents”).
• Monitor the alarm activity (includes multiple customers and NOC internal infrastructure) through the software monitoring system
• Provision and turn up new services
• Track incidents where applicable to verify that response times and availability requirements established are met.
• Create and update tickets with 100% accuracy, following established procedures
• Use proper spelling, grammar, and context when updating tickets or sending emails
• Execute projects given by Management
• Responsible for NOC's information security by preserving the Confidentiality, Integrity, and Availability (CIA) of NOC's client and NOC's internal information assets in accordance with NOC's Information Security Management System.

Requirements:

Knowledge Requirements:

• Isolate and identify cause of faults for customers reported issues
• Remote restore/reroute competencies
• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
• Properly assess impact to services troubleshoot to repair or escalate appropriately
• Interface directly with Internal and External Enterprise Engineers/Technicians
• Event Escalation
• Reporting
• Exceptional written and oral communication skills:  Must be able to document issues with a high level of accuracy and attention to detail.
• Ability to multitask in a fast paced and demanding environment.
• Basic understanding of TCP/IP, sub-netting and the OSI network model

 Additional Preferred:  Education, Experience, Certifications and/or a Combination Thereof:

• Excellent customer service skills: Requires a minimum of 2 years of customer service experience.
• CISCO Certification
• Telecom or Multiple Systems Operators (MSO) Network Operations Center experience preferred, along with 3 or more years technical experience in a telecommunications, network, cable, or related industry.

The ideal person for the role will:

• The ability to ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with senior staff or management.
• Maintain a good working image to Customers and the community with regard to personal presentation, communication, and caliber of work effort
• Punctual, regular, and consistent attendance
• Availability to work any shift in a 24/7/365 environment
• Flexible enough to work in a strong team environment as well as independently

Our ideal candidate will possess:

• Telecommunication Technologies (Cable/DSL, T1, DS3, Fiber, etc.)
• Routing and Switching
• Fiber Optics (CWDM/DWDM)
• Wireless (Cellular/DAS, Microwave, Wi-Fi)
• Familiarity with server operating systems
• Must have strong verbal, written, and interpersonal communication skills
• Sound ability to analyze issues
• Proven experience and detailed knowledge in supporting Network protocols and networking technologies, SIP, and VoIP platforms
• Network troubleshooting

HCI is a community oriented business that recognizes employees as its most valuable asset. If you are looking for a place to thrive in an innovative, family environment, as well as a challenging and empowering career, you have landed in the right place. We look forward to learning more about you!