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Posted: Friday, September 1, 2017 11:40 PM

Under the supervision of more senior staff, the NOC Technician:Level 1 is responsible for the day to day site power and Telco management and issue resolution of the Network Operation Centers (NOC) monitored customer networks. The incumbent is responsible for the continuous monitoring and management of the customer networks to ensure alarm receipt and processing procedures are followed. The position will be responsible for generating and processing tickets for technical support and service. Position will identify alarms, raise requests and will perform basic diagnostics of the problem and dispatch it as required to the appropriate Carriers, Level 2 NOC Technicians, TSC, the Professional Services group, or to dispatch field service technician and/or parts. Where the customer problem requires deeper technical knowledge the position will be responsible for escalating the customer request to the Network Operations Technician:Level 2 group in a timely manner for troubleshooting and resolution. Additionally the NOC Technician:Level 1 will retain overall ownership of the fault report, unless relieved by senior staff. The Network Operations Center Technician:Level 1 will monitor actions, monitoring progress, monitoring SLAs, and perform proactive escalations when problems are identified. Utilizing the Call Management System, the Network Operations Technician:Level 1 will ensure customer entitlements and/or SLAs are monitored, managed, and problems are tracked within the ticketing system with root causes identified in the case of failure to comply with commitments. The position will also be required to provide certain admin activities such as the review and quality control of tickets. Other admin activities may include keeping all customer information up to date which may include our Customer Service Manuals, customer flat files and contact lists; based on information provided to us. In addition the NOC Technician:Level 1 is responsible for receipt and ownership of customer service requests, administration of tickets within service management system and monitoring of field and logistics requirements. Position RequirementsDuties:Monitor all customer management platforms for alarm conditions.Evaluate and isolate all customer site power or Telco related alarms, turning all other alarms over to the NOC Technicians:Level II group.Troubleshoot the alarm condition to determine the resolution action.Manage and coordinate the resolution action directly with the customerManage the issues, if necessary, with outside vendors.Generate and update trouble tickets to provide history on all customer issues.Escalate issues not related to site power or Telco issues to the NOC Technicians:Level 2 group.Open service requests in service management systemValidate customer entitlementsProactively monitor requests for status of scheduled field engineers and spares to ensure VITAL adheres to customer service level requirements.Ensure field engineers understand scope of work to be performed and arrive prepared with necessary tools prior to engaging field engineer with customer.Document arrival of field engineers and sparesEscalate to Technical Support Center when service request requires technical expertiseGather closing information from customers and field engineersDocument departure of field engineers and spares.Determine when billing is necessary and obtain approval from Contracts groupClose requests Preffered:Associate Degree Preferred or equivalent experienceCCNA or A+, a plus


• Location: South Jersey

• Post ID: 44108557 southjersey is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017