The NOC Engineer is responsible the proactive monitoring of customer networks. This includes recognition of issues, incident response, analysis and troubleshooting, and coordination of remote and site resources to resolve the issue. This specifically includes working with the TAC Technical Support Engineers (TSE II and III) on escalated customer issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Business, Technical Knowledge & Judgment
- Monitors customer networks using SpiderNet, OpenNMS, Splunk and other tools.
- Identifies hardware, software, and other (e.g. environmental) alerts. This includes KPI degradation severe enough to cross predetermined thresholds.
- Works to determine the cause of the problem.
- Resolves first- and second- level technical issues.
- Collects logs, error bundles and other necessary information, then escalates unresolved second- or higher-level issues promptly to Tier II TSE.
- Escalates lower-level issues to Supervisor or Tier II TSE after agreed-upon durations after similar data collection.
- Documents information on all incoming calls in the Customer Assurance database (ticket system) to track issue counts and response and resolution time.
- Maintains dashboard and other portal content accessed by customers.
- Provides after-hours and weekend customer support duties based on a rotating schedule.
- Verifies daily that issues have received attention and that information or resolutions are communicated to customer and the TAC staff.
- Customer Satisfaction through Excellence
- Responds rapidly to assigned issues to ensure internal and external customer satisfaction.
- Regularly updates customers by telephone, email, or other appropriate means on the status of progress toward issue resolution.
- Escalates higher-level or unresolved issues to TSE II and III to ensure prompt resolutions to customer issues.
- Prepares weekly reports on issue activity and response time for the NOC Supervisor
- Teamwork & Collaboration
- Works directly with Tier II Technical Support and Field Engineers as well as external vendors and customer staff to resolve issues.
- Recommends changes or policies to increase department effectiveness and customer satisfaction.
- Must be prepared for some travel (10-20%).
- Long or irregular hours are normal
- Ideal candidate must be self-motivated, organized and analytical; with a proven track record in knowledge of technology.
- Comfortable in the dynamic atmosphere of a technical support organization with a rapidly expanding customer base and technology span.
- Prior NOC experience is preferred.
- Must be able to communicate professionally in written responses to emails, service requests and trouble reports.
- Familiar with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Working experience with network management applications such as SNMP, as used in NetCool or similar operator OSS tools is required. Experience with vendor EMS’ (e.g. SpiderNet) and open source tools (e.g. OpenNMS) and data management tools (e.g. Splunk) is desirable.
- Knowledge of Network Operation Center (NOC) processes and procedures is required.
- Working experience in wireless network on one or more of the following technologies: UMTS, CDMA, EVDO and LTE.
- Technical skills in data equipment such as routers, switches, and wireless LAN; wireless Core. CCIE or CCNA or other vendor-specific certification is a plus.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree (B.A.) from a four-year college or university and two or more years related experience and/or training; or equivalent combination of education and experience.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write reports, business correspondence, and method of procedure documentation. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
Ability to define problems, collect data, establish factors, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.