Network Operations Center Technician II

2 months ago

Pittsburgh, United States DQE Communications Full time
Job DescriptionJob DescriptionJob Title: Network Operations Center Technician II
DQE Communications, headquartered in Pittsburgh, Pennsylvania, is a fiber-optic Internet and data network access provider for businesses and carriers in Pennsylvania, West Virginia, Maryland and Ohio. Established in 1997 as a division of the Duquesne Light Company, DQE started as a dark fiber infrastructure provider in the Pittsburgh metropolitan area, and since then has grown both its fiber footprint and product offerings to become one of the leading regional providers of secure, reliable, data network services. With its recent sale to GI Partners, a leading investor in the communications infrastructure sector, DQE has a renewed focus on growth, both in terms of increasing penetration within its current footprint and growing its network reach.
Job Summary:
NOC technicians provide Tier 1-2 Technical Support to DQE Customers both internal and external.  NOC technicians are responsible for collecting pertinent information for any event presented for their diagnostic review.  Network Operations Center Technicians are responsible for providing customers with periodic updates concerning network events and general inquiries while acting as a liaison between DQE team members and contractors with our customers.

NOC Technicians are expected to be professionals who have strong interpersonal skills, able to multitask, and handle a variety of tasks assigned by their supervisor. They must work effectively in a team environment while able to complete tasks independently when requested.
This position is rotational in nature with alternating shifts.  Shifts rotate between daylight and overnight and are subject to change.  Shifts are performed onsite and will occur over holidays and weekends.
Onsite position must be local to the Pittsburgh area.

Key Job Responsibilities:
  • Tier 1-2 Support for all customer communications into the DQE Network Operations Center
  • Proactive network monitoring and troubleshooting of the DQE Communications Customer Network.
  • Manage Network Operations Center tasks including; trouble ticket queues, inbound and outbound calls, email support inboxes, and any additional work required by network events.
Required Skills/Abilities:
  • Must have the ability to independently analyze, communicate and resolve problems with the ability to work with little to no supervision
  • Must have excellent verbal, written, interpersonal communication skills and the ability to interact with all levels of personnel
  • Must have expertise with basic computer hardware, PC desktop operating systems and applications
  • Must have analytical, problem solving skills and be able to show initiative and sound judgment
  • Develop and maintain technical documentation for hardware and software configuration management and tracking.
  • Linux/Mac experience a plus
Education and Experience:
  • A bachelor's degree is preferred.
  • Certifications from a technical trade school are encouraged.
  • Candidates with prior experience in technical support roles are preferred

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