Network Operations Technician - Level 1

Location: Tampa, FL
Employment Status: Non-Exempt
Reports to: Network Operations Manager
Pay Range: TBD, based on qualifications

Position Description
Under the supervision of more senior staff, the NOC Technician-Level 1 is responsible for the day to day site power and Telco management and issue resolution of the Network Operation Center’s (NOC) monitored customer networks.  The incumbent is responsible for the continuous monitoring and management of the customer networks to ensure alarm receipt and processing procedures are followed.

The position will be responsible for generating and processing tickets for technical support and service. Position will identify alarms, raise requests and will perform basic diagnostics of the problem and dispatch it as required to the appropriate Carriers, Level 2 NOC Technicians, TSC, the Professional Services group, or to dispatch field service technician and/or parts. Where the customer problem requires deeper technical knowledge the position will be responsible for escalating the customer request to the Network Operations Technician-Level 2 group in a timely manner for troubleshooting and resolution.  Additionally the NOC Technician-Level 1 will retain overall ownership of the fault report, unless relieved by senior staff.

The Network Operations Center Technician-Level 1 will monitor actions, monitoring progress, monitoring SLA’s, and perform proactive escalations when problems are identified.  Utilizing the Call Management System, the Network Operations Technician-Level 1 will ensure customer entitlements and/or SLA’s are monitored, managed, and problems are tracked within the ticketing system with root causes identified in the case of failure to comply with commitments.

The position will also be required to provide certain admin activities such as the review and quality control of tickets.  Other admin activities may include keeping all customer information up to date which may include our Customer Service Manuals, customer flat files and contact lists; based on information provided to us.  In addition the NOC Technician-Level 1 is responsible for receipt and ownership of customer service requests, administration of tickets within service management system and monitoring of field and logistics requirements.

Position Requirements

Duties:

• Alarm Receipt & Processing
• Monitor all customer management platforms for alarm conditions.
• Evaluate and isolate all customer site power or Telco related alarms, turning all other alarms over to the NOC Technicians-Level II group.
• Troubleshoot the alarm condition to determine the resolution action.
• Manage and coordinate the resolution action directly with the customer
• Manage the issues, if necessary, with outside vendors.
• Generate and update trouble tickets to provide history on all customer issues.
• Escalate issues not related to site power or Telco issues to the NOC Technicians-Level 2 group.
• Open service requests in service management system
• Validate customer entitlements
• Proactively monitor requests for status of scheduled field engineers and spares to ensure VITAL adheres to customer service level requirements. 
• Ensure field engineers understand scope of work to be performed and arrive prepared with necessary tools prior to engaging field engineer with customer.
• Document arrival of field engineers and spares
• Escalate to Technical Support Center when service request requires technical expertise
• Gather closing information from customers and field engineers
• Document departure of field engineers and spares.
• Determine when billing is necessary and obtain approval from Contracts group
• Bill requests as necessary
• Close requests

Skills:

• At least 1 years of experience in network management preferred.
• Experience or knowledge of HP Openview, Castlerock SNMPc, Orion by Solarwinds, and Voyence preferred.
• Knowledge of concepts and the use of network management toolsets.
• 1-2 years experience in a networking oriented Call Center preferred     
• Excellent customer service skills required.
• Some knowledge of data and / or voice transport technologies, topologies, standards and infrastructure are desirable.
• Excellent oral and written communication skills
• Experience using ERP, trouble-ticketing and service management systems preferred
• Interpersonal skills with the ability to work well with others
• Ability to be effective at various levels of internal and external customers.
• Strong verbal and written communication skills.
• Organizational and problem solving skills.
• Ability to work under pressure
• Knowledge of Microsoft Office applications with basic skills required in using Microsoft Word and Microsoft Excel is required.

Applicant’s skills should be weighted based on the following factors:

• Ability to achieve a high level of customer satisfaction thru their interactions with the customer.
• Ability to remain calm and confident in a stressful situation required
• Ability to multi-task and to perform intangible duties
• Able to work up to 12 hour shift patterns based upon a 7X24X365 operation
• Able to be flexible with work schedule based upon a 7X24X365 operation
• Ability to resolve issues and problems, following set practices and procedures.

Education:
 Associate Degree Preferred or equivalent experience (CCNA or A+, a plus)

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VITAL Network Services, Inc. is an equal opportunity employer.