NOC Technician II
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POST DATE 9/9/2016
END DATE 11/2/2016
WOW! Internet,Cable, and Phone (Knology, Inc)
The primary responsibility of the NOC Technician 2 is to proactively monitor and escalate application, system, and network incidents to ensure maximum availability and performance. The NOC Tech 2 will perform these tasks using various network management tools, internal ticketing systems, and monitoring consoles. The NOC Technician 2 also serves as a coordination point for communications between internal and external customers, NOC Technician 1 and 3 as well as other operations teams during events which affect various sites. This person will help with root cause analysis of recurring incidents and raising escalation to NOC Tech 3, Engineering and Operations teams as necessary. The ideal candidate must have strong communication skills and an eye to automate routine tasks and spot long-term trends in a broadband environment.
Duties and Responsibilities:
* Proactively monitor availability and performance of the WOW network and infrastructure using various tools. Respond to alerts, incident tickets and email requests presented to Network Operations
* Work as first level escalation for NOC 1
* Handle escalation calls from Vendors, Call Centers, Dispatch, and Field personnel as needed
* Perform daily routines and tasks as required
* Escalate issues as needed to, BOSS, NOC 3, Operations or Engineering teams per procedures
* Accurately document all issue details in appropriate ticket or notification tools
* Assist in communication and notification of major events to internal teams
* Assist with modification and creation of standard operating procedures
* Ensure appropriate communication occurs between shifts
* Additional duties and responsibilities as required
The ability to multitask, problem solve, think clearly and respond in a fast-paced or fluid environment is a must. A good understanding of UNIX systems fundamentals and system management tasks is preferred as well as a strong understanding of network concepts, TCP/IP stack and common Internet protocols. Prior experience in a Network Operations Center environment is desirable but not required for the right candidate. Must be reliable and dependable, self motivated and willing to learn and contribute to building successful NOC team. Should be able to function in a 24/7 operation and work flexible schedule on weekdays, weekends and Holidays as required as well as be an effective team player. The requirements listed below are representative of the knowledge, skills and/or ability required.
High school diploma is required and formal technical education is preferred. Ability to troubleshoot a wide range of computer operating systems is desired. Customer Service and NOC experience is also preferred. Previous knowledge of RF signals and HFC networks is a plus.
Candidates must possess the ability to read and understand documents such as safety rules and regulations, standard operating procedures, company guidelines, Human Resources documents, training materials and other documents as required. Candidates must be able to communicate effectively on the telephone as well as in person. Ability to complete written activity/tracking reports, excellent oral and written communication skills.
MS Office, internet software, e-mail communication, ICOMs billing system preferred. Familiarity with basic UNIX commands
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work independently as well as in a group environment is essential as is the ability to work effectively and efficiently in a monitoring center environment. Sitting and utilizing a multi-monitor PC is expected during the majority of the day.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled