Overview

Summary:

Reporting to NOC Management. The NOC Engineer provides Tier 1 and Tier 2 service level support and works closely with Tier 3 Support Groups to deliver results. This position is responsible for follow up on diverse incidents and management and must take action to resolve as well as record incident progression and to create or to update proper documentation. Required knowledge in telecom network design and in integrated customer end-to-end solutions related to telecom company’s portfolio and engage and direct support team members as required to assist in incident resolution and escalating issues to ensure customer satisfaction. Use of both problem solving and excellent interpersonal communication skills (verbal and written) with both technical and nontechnical users. This is a customer-oriented and extremely demanding position within a complex environment.

Work shift will include nights, weekends, and holidays - 24×7×365. The candidate must possess a high sense of responsibility, be goal-oriented and have a teamwork mindset.

Responsibilities

Responsibilities:

Telecommunications Infrastructure Monitoring and Troubleshooting

• Collects and registers Incidents
• Fault isolation & Troubleshooting
• Coordinates with and escalates to other technical support areas and providers including RMA
• Provides periodic updates regarding the Incident Status.
• Delivers a RFO (Reason for Outage) or RCA (Root Cause Analysis) Final reports per each Incident.
• Provides Monthly Reports with summary based on the Committed SLAs.
• Alarm and status monitoring for security, connectivity, and performance of critical infrastructure
• Served as liaison between various support groups during system outages and worked with third party vendors or service providers to remediate outage issues.
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
• Customer Change, Incident and Problem Management Emergency Reports

• Change Management Process Fulfillment

• Management, fraud detection and mitigation
• Monitors traffic behavior and detects anomalies
• Detects fraud and executes mitigation procedures
• Provides regular reports of voice traffic platforms
• Troubleshoots voice services

Qualifications

Qualifications:

• Bachelor’s degree in telecommunications, engineering, computer science or related discipline and/or equivalent experience.
• 1-3 years with customer interface experience in Telecommunications and IT.
• Willing to work at different times of the day and night including weekends/holidays (shifts).
• Ability to work under stress.
• Fluency in English and Spanish.
• Excellent interpersonal, analytical and communication skills.
• Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving telecom issues.
• Sound knowledge in Network Monitoring Tools.
• Experience in troubleshooting the following routing protocols: BGP, OSPF.
• Experience in troubleshooting: MPLS, QoS, IPv6, IP Multicast, SD-WAN.
• Sound knowledge in VoIP, UC&C, Security Technologies.
• Knowledge in Cloud Technologies.
• Cisco CCNA, CCDA, or Juniper Jun OS Certification is a plus.
• Microsoft Office Suite experience
• 1-3 yrs. previous customer service or helpdesk experience

Job Type: Full-time

Pay: 60K - 65K, plus night and Sunday differential

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8-10 hour shift
• 24x7x365

Work Location:

• DFW Metroplex

Work Remotely:

• Temporarily/ Office Construction