The NOC Engineer I will provide technical software, hardware and network problem resolution to all Dobson Fiber customers by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 NOC tech fields calls from user base and creates the initial record of the request; resolves all Level One/Level Two end-user problems over the phone; passes all Level Three requests on to a Network Technician; and follows up on the ticket to its resolution.

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: 

·         Identify and interpret customer needs and determine appropriate action.

·         Perform Desktop Support for various DSL/FTTH/VOIP solution problems.  This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles.

·         Provide professional customer service skills, such as positive language, communication skills, problem-solving skills, flexibility, and obsessive attention to detail.

·         Work with other Operations Team Members to resolve reported trouble incidents and ensure timely resolution.

·         Process all service requests for new or modified services as required.

·         Monitor open trouble incidents and ensure timely resolution.

·         Identifies problems and risk areas and be able to advise management of actions required to mitigate their impact.

·         Notify management of major network outages and resolutions.

·         Other duties as assigned.

QUALIFICATIONS INCLUDE:

·         High School, Vocational, or applicable short-course diploma.

·         2 to 4 years of experience working in a Help Desk/System Support position.

·         Working knowledge of various operating systems, routers, and network elements.

·         Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.

 DESIRED QUALIFICATIONS:

·         Microsoft, A+, or MCP certification

·         Cisco CCNA certification

WORKING CONDITIONS:

·         Flexible Shift Schedule.

·         Ability to work on-call rotation.

·         Ability to have a positive mental attitude.

·         Must be able to lift and carry or move 25 pounds occasionally. 

·         Work is normally performed in a typical interior/office work environment. 

·         Visual perception to perform activities at distances close to the eyes.  

·         Hearing enough to understand and communicate by telephone and in person.  

·         Arm-hand dexterity enough to demonstrate and operate keyboards and small office equipment. 

ENVIRONMENTAL/WORKING CONDITIONS

No travel required for this position

Indoor office environment

PHYSICAL REQUIREMENTS

Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enables the use of office machinery. Oral and auditory capacity enables interpersonal communication and communication through automated devices like the telephone.