NOC Technician

Summary:

Responsible for taking technical support calls from Managed Enterprise Solutions customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router, and security delivered over BCI and/or MetroE. With a primary emphasis on a quality first call resolution, agents will be responsible for verifying network outages and escalating to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.). Agents will also be expected to accurately document problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time.

Core Responsibilities:

· Handling inbound customer repair request via phone, portal, email, and network monitoring tools

· Responsible for managing ticket queues

· Interfacing with Incumbent Local Exchange Carriers, Field Service Technicians and other Client’s partners as needed to resolve customer troubles

· Responsible for all customer communications including status updates and inbound ACD calls

· Properly document all interactions within ticketing systems (Remedy/ILEX)

· Utilize tools and resources to troubleshoot and repair Managed Solution customer problems

· Assist with identification of chronic customer access issues

· Responsible for achieving standards for consistent performance (Scorecards)

· Responsible for identifying and reporting deficiencies and best practices to management

· Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

· Excellent and proven Troubleshooting skills – specifically in the following areas:

o Layer I and Layer II transport

o TCP Protocol Stack and IP Connectivity

o BCI and MetroE

o Wi-Fi, Switch, Router, 3G/4G Backup, DSL, Voice

· Configuration experience with Cisco routers and switches is mandatory (Juniper experience a plus).

· Excellent analytical and communication skills, including the ability to retrieve raw data and present information for analysis.

· Self-starter who can work effectively both independently and in a close-knit team environment.

· Ability to manage multiple project simultaneously (i.e. excellent multitasking ability).

· Excellent customer service and customer interaction skills a must (previous sales or customer service experience a plus)

Education Level: 2-year technical degree (preferably Engineering or Telecommunications).

Certifications: Network+, CCENT, Ciena CE-A or similar industry certifications

Years’ Experience: Generally requires 3-5 years of related technical B2B support experience.

For more information, Please contact

Pankhuri Razada

Associate Recruiter

Artech information Systems LLC

360 Mt. Kemble Avenue, Suite 2000  Morristown, NJ 07960

973.967.3384

[email protected]