Noc Technician I

4 weeks ago

Portsmouth, United States FirstLight Fiber, Inc Full time

**About Us**:
FirstLight is a leading telecommunications company with a strong commitment to innovation and excellence. We are dedicated to providing cutting-edge solutions to our customers while fostering a dynamic and inclusive workplace culture.

The NOC level I position provides technical support to Enterprise, Carrier, Carrier-Mobility, Wholesale and Residential customers. This position works cross-functionally with customers, internal resources, equipment vendors, carriers, and field operations to resolve issues in production network and telecommunications systems. Participates under general supervision, possesses, and demonstrates basic knowledge and familiarity with assigned job functions and responsibilities, may require training and detailed instructions for assigned tasks as necessary. This position has the flexibility to offer weekend, night, and day shifts.

**Essential Duties and Responsibilities**:

- Operate and support in a 24x7 Network Operations Center; this includes shift work and off-peak coverage.
- Investigate, document, and diagnose trouble calls to resolve service affecting issues across multiple service platforms including but not limited to DSL, T1, Carrier Ethernet and Internet services.
- Participate in a technical call queue. Responsible for documenting information on all incoming calls in a ticketing system to track issue counts and response and resolution time.
- Responsible for taking calls from external departments and collaborate in troubleshooting where that be with Field Services or back-office Engineering.
- Trouble ticket handling (create, resolve, escalate and directing through to resolution).
- Responsible for triage troubleshooting & circuit isolation with reported service affected issues.
- Troubleshooting Firstlight provided onsite CPE to confirm power, link, port shaping, configuration, events logs, etc.
- Responsible for test calls within triage troubleshooting to isolate reported issue to single user issue or call path or widespread issue affecting larger scope of service.
- Triage troubleshooting from the COLO to the customer handoff device/ DMARC over all Firstlight provided services (copper, Fiber, Type II, NNI services)
- Assigned follow up with tickets after active investigation completed & ticket status is monitoring or needing follow up after repair restoral completed.
- Assigned follow up with Type II, underlying carrier & tickets dispatched to Field services for follow up thru the life of the ticket.
- Basic CPE configuration & replacement (Hpbx phones, managed routers for Hpbx services)
- Develop extensive knowledge of the Company’s products and services to better assist customers.
- Oversee and participate in network maintenance with support teams; ensure customers are informed of maintenance activities and confirm service restoration after completion of maintenance.
- Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the company.

**Qualification**:

- Excellent written and verbal communication skills are required. Detail oriented, highly organized.
- Strong solution-finding skills
- Regular, consistent, and punctual attendance. Must be able to work nights and weekends as necessary.
- Be able to follow instructions, take notes and perform tasks consistently.
- Familiarity with Network Edge, Transport and Access technologies (SONET, DSL, GPON, Active Ethernet).
- Familiarity with one of the following vendors platforms is a plus:

- Adtran, Ciena (One Control), Cyan (Planet Operate), Cisco, Calix, Telco Systems (EdgeGenie), Tellabs, Adva, Meta

**Education and Experience**:

- Bachelor’s Degree in a technical field with 2-3 years relevant telecommunications experience or associate degree in a technical field with network related coursework.
- 1-5 years of relevant telecommunications/technical customer engagement experience
- Associate level technical certifications are a plus.
- CCNA or similar level industry certification preferred but not required.

**Benefits and Compensation**:
FirstLight offers a competitive benefits package including a comprehensive medical benefits, tuition reimbursement, paid time off, 401(k) and flexible work arrangements.

Estimated base annual salary is anticipated to be between $20.00 to $32.00 per hour. Pay ranges represent a good faith annual estimate at the time of the job posting. Actual pay will be based on multiple factors including experience, skill sets, location, internal equity, and market rates.

Join us in shaping the future of our dynamic telecommunications company and making a difference in the world through telecommunications. Your expertise and leadership can help us achieve our goals and empower our employees to thrive.

**About FirstLight**

FirstLight provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting

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