NOC Technician

Job Details: 
Scope of work: Technical customer service.
Technical environment: Basic understanding of the OSI networking model physical, data link, and network layers
Work environment / team culture: 24 x 7 fast paced environment, answer customer calls and work issues via trouble ticket proficiently, fast-paced operational environment
Typical day: Phone calls, interfacing with offnet carrier, customers, and internal teams, and documentation in tickets.

Candidate Details: 
Top 3-5 skills / technologies and qualifications required: Customer Service, Technical Competency, self motivation , Proficient in basic Microsoft applications.
Non-technical Skills are necessary (such as communication, problem solving, team player, i.e.): Verbal and written communication

Job Description: 
Actively troubleshoot several service types such as T1, DS3, and ethernet solutions
Escalate and hold LEC Partners accountable for offnet repairs
Provides accurate and consistent customer communication during established intervals using phone, email, and ticketing notes
Efficiently and accurately manages customer-initiated trouble tickets to resolution.
Maintains customer relationships, both internal and external
Monitors the performance of the telecommunications networks, including usage, load patterns and system response Qualifications: Basic understanding of the OSI networking model physical, data link, and network layers
A proven track record troubleshooting technical issues
Ability to manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation
Practicing excellent customer service
Demonstrating proficiency with trouble ticketing application and other internal tools
Ability to work in a fast-paced operational environment
Ability to answer customer calls and work issues via trouble ticket proficiently and independently
Ability to work in a 24 x 7 fast paced environment
Ability to interface in a professional manner with management and customers
Aptitude for on the job training
Comfortable asking questions
Eager to learn and build skills
Able to effectively manage multiple issues simultaneously thorough effective work prioritization
Demonstrated ability to make sound decisions and logical thinking when under pressure
Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management. 
Ability to relate technical issues to management and lead personnel. 

Minimum Qualifications: H.S. Diploma or Equivalent, Customer service/Call center experience a plus, Strong organizational skills.

Explain what the scope of the work/project is: Technical customer service.
Who is the customer (internal/external): Internal/External
What is the size of the group this position will be supporting: 50+
What is the technical environment: Basic understanding of the OSI networking model physical, data link, and network layers