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NOC Technician
1 month ago
Overview of the Position Responsibilities: The NOC Technician I (Business Customer Support) is responsible for monitoring the Bluepeak Broadband Network and Services for outages and impairments in a 24 x 7 environment. This position will serve as the primary Business Customer Support liaison for the Bluepeak Business Customer After Hours support. This position will answer Business inbound support calls and support escalations to field personnel and the Network Operations Team In addition, they coordinate maintenance and repair activities with engineering, operations, and vendor personnel to ensure high quality and service availability. They use fault, performance monitoring and configuration management tools along with ticketing systems and event logs to detect and document troubles from initial detection to resolution. If this sounds exciting, please read on.
Be part of our innovation- building and delivering a fiber-rich internet connection to people's doorsteps.
What You Will Do:
Responsible for timely repair coordination, event notifications, and escalations, related to network outages, impairments or maintenance activities.
Work across multiple departments within the organization and effectively communicate information, build partnerships, and demonstrate the Bluepeak approach while achieving timely results.
Using the Network Monitoring and troubleshooting tools, the NOC Technician is expected to identify, isolate, and resolve events that may occur in all components of the network, clearly documenting each event and actions taken in the trouble ticketing system.
Monitor the Network Elements and Systems that make up the BP HFC Plant, Core Network, Service Delivery and supporting infrastructure.
Clear outages after service has been restored and tested. Alert personnel via established processes and procedures.
Provide thorough follow up via ongoing notification updates.
Effectively communicate with field partners, customers and peers.
Follow established maintenance processes.
Respond to inbound and outbound calls to support customers.
Follow-up with customers to confirm resolution of issues or to follow-up with additional troubleshooting steps.
Partner with Bluepeak Business Customer Care on resolution details after hours.
Maintain communications to Bluepeak Business Customer Care on status updates and de-escalation efforts back to the support team.
All other related duties as assigned.
What You Will Need:
Highschool or GED required.
Associate’s degree or equivalent from two-year college or technical school; at least 6 months in a NOC environment preferred; or equivalent combination of education and experience.
Previous knowledge of RF signals and HFC networks is a plus.
Basic understanding of TCP/IP and other Internet protocols as well as experience with tools such as Ping, Trace Route, NS Lookup. Exposure to SolarWinds or other network monitoring platforms is preferred.
Candidates must possess the ability to multitask, problem solve, think clearly and respond in a fast-paced or fluid environment.
Must be reliable and dependable, self-motivated and willing to learn and contribute to building a successful NOC team.
Data, Telephone or Video Network troubleshooting, repair and maintenance experience in an enterprise telecommunications environment or equivalent.
Advanced customer service and time management skills.
Excellent verbal and written skills.
Great organizational and interpersonal skills.
Ability to maintain professionalism in challenging and/or changing situations.
Working knowledge RF and Optical technologies, preferably HFC Broadband used for service delivery by Cable MSO’s.
The NOC is a 24/7/365 operation. Employees must be willing and able to work non-standard work shifts, including evenings, overnight, holidays, and weekends.
Must be Customer focused and dedicated to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers.
MS Office, internet software, e-mail communication
Prolonged periods of sitting at a desk and working on a computer.
Regularly required to talk and hear.
Frequently required to sit, stand, bend, reach, push, pull and walk.
Required to use hands, handle objects and paperwork.
Required to use close vision and be able to focus.
Required to refrain from personal use of technology during working hours.
Required to lift up to 5lbs at a given time.
Required to reach and hold on to items at chest level or reach above the shoulder.
Must be able to function in a 24/7 operation and work a flexible schedule on weekdays, weekends, and holidays.
Why Work at Bluepeak?
Competitive Compensation + Annual Bonus Eligibility
Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
Professional Development With an Emphasis on Internal Promotion
Employee Discounts on Bluepeak Services, Including Internet
Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers
About Us
We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.
Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
