THE REASON YOU WAKE UP
The NOC Technician-Level 1 is responsible for the day to day site power and Telco management and issue resolution of the Network Operation Center's (NOC) monitored customer networks. Responsible for the continuous monitoring and management of the customer networks to ensure alarm receipt and processing procedures are followed. The position will be responsible for generating and processing tickets for technical support and service. Position will identify alarms, raise requests and will perform basic diagnostics of the problem and dispatch it as required. Where the customer problem requires deeper technical knowledge, the position will be responsible for escalating the customer request to the Network Operations Technician-Level 2 group in a timely manner for troubleshooting and resolution. Additionally, the NOC Technician-Level 1 will retain overall ownership of the fault report, unless relieved by senior staff. The Network Operations Center Technician-Level 1 will monitor actions, monitoring progress, monitoring SLA's, and perform proactive escalations when problems are identified. Utilizing the Call Management System, the Network Operations Technician-Level 1 will ensure customer entitlements and/or SLA's are monitored, managed, and problems are tracked within the ticketing system with root causes identified in the case of failure to comply with commitments.
Escalate to Technical Support Center when service request requires technical expertise
GETTING THROUGH THE DOOR