Title: NOC Operator
Location: Canonsburg, PA (Hybrid 3 days onsite at Cannonsburgh PA)
Contract: 12 Months, with possible extension
Description:
Hybrid Schedule- Monday, Tuesday and Wednesday are in the office, Thursday and Friday are WFH.
Hours/Schedule: 2nd shift, 2PM – 10PM EST, 8-hour days, five days a week, occasional
weekends and holidays as needed.
Top Skills: Fiber/DAS/Small Cell (preferred), customer service and strong technical skills.
Position Title: NOC Technician-SCFS
Position Summary
Provides support in a 24x7x365 Network Operations Center that monitors, resolves, tests, and escalates Network DAS and Small Cell issues to ensure company compliance with customer requirements.
Essential Job Functions
• Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service.
• Engage field operations and Tier 2 support for network equipment issues as needed.
• Respond to client requests and notify clients of network problems and business impacts.
• Review planned and unplanned changes to network infrastructure.
• Surveil and monitor the DAS & Small Cell networks by using provided systems and tools to remotely access complex equipment and resolve alarms on these networks.
• Use provided tools to localize network problems to host or remote equipment.
• Recognize correlation of multiple alarm conditions or tickets to identify root cause and possible resolution.
• Provide and monitor internal communication with Fiber NOC on alarm status and resolutions.
• Provide and monitor external communication with customers of the SCN NOC on alarm statuses and providing updates on escalations.
• Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.
• Basic configuration & troubleshooting of DAS network alarms.
• Provide first contact for large scale outages and provide feedback on outages for customers, contractors, technicians, and other involved employees.
• Maintain a working knowledge of all products, processes, and systems associated with the various systems utilized in the SCN NOC.
Education/Certifications
• Associates degree or equivalent technical training in electronics or IT.
Experience/Minimum Requirements
• Three (3) to Five (5) years of customer service and/or service dispatch experience
• Telecommunication and wireless experience preferred
Other Skills/Abilities
• Knowledge of wireless telecommunications network management systems
• Excellent sense of personal accountability
• Excellent customer service skills with strong problem-solving skills
• Proficient with Microsoft Office and the ability to learn specialized system tools
• Skilled at completing tickets for maintenance purposes
• Ability to multi-task in a fast-paced environment
• Detail oriented with strong written and verbal skills
• Self-motivated with the ability to make critical decisions
• Knowledge of wireless communications is a plus
Working Conditions:
This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week).
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