Noc Technician Job in Tulsa, Oklahoma US
Noc Technician
TEKsystems in Tulsa, OK is searching for an experience NOC Technician for a contract-to-hire opportunity. To be considered, candidate must have previous transport experience, specifically with SONET. Job Description: · Network Fault Management: Perform transport equipment/EMS fault isolation and repair. · Customer Trouble management: Accept customer phone calls for circuit troubles, isolate fault location, and repair fault if located on client network. Provide regular updates to customer on circuit status. · Workload Management: Ensure all appropriate equipment alarms/tickets are being actioned. Actively monitoring the network and effectively transitioning open issues to other NCC shifts, as necessary.. · Materials Management: Creation of part requests and coordination of spare part delivery and replacement. · Technical Escalation: Responsible for supporting and cross-training other NCC technicians, serving as a technical escalation point to NCC Technician II technicians, and escalating to next level of technical support (Tier III, vendor) as necessary. · Network Performance Management: Responsible for engaging equipment vendor support, engaging Tier III support, performing hardware/software upgrades, and validating equipment backups. · Project Management: Special Projects and other duties will be assigned and expected to be complete within a certain deadline. · Technical Escalation and Support: To accept technical escalations from both internal and external sources. General Day-to-Day Tasks: Pro-active and Preventive Maintenance: Proactively seeking and identifying potential network problems and addressing these issues before becoming service affecting events. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets customer commitments. Alarm Monitoring and Response/Network Fault Management: Actively monitoring network equipment and facilities ensuring prompt response to alarms. Alarms will be addressed and documented in trouble tickets with notifications issued to internal organizations, and to customers, where applicable. Open/Close Network Trouble Tickets: Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets. Training: Trains and develops less experienced technicians, cross-training with other technicians to ensure information flows in all directions, seeks self-improvement by being eager to learn and taking advantage of training opportunities. Event Management Support: Ability to follow Event Management processes by effectively managing a service affecting event to include fault isolation and troubleshooting, engaging necessary groups or personnel in a timely manner, prompt technical or management escalation and notification, prioritizing tasks, coordination of efforts of personnel or groups, alarm history and research, alt-routing research and implementation, identifying affected equipment and affected customer circuits, accurate event documentation, and maintaining current updates. Post Event Analysis: Ability to investigate network outages to determine root cause, and provide recommendations for changes in processes procedures, or network configuration to prevent recurrence of similar outages in the future. Conducting Scheduled Network Maintenance: Responsible for thoroughly reviewing and understanding parameters of a network scheduled maintenance and to authorize, conduct, supervise or monitor network maintenance activities in conjunction with other internal or external groups.