Network Operations Center (NOC) Technician- Great Falls

  • Vision Net
  • Great Falls, MT, USA
  • Jan 04, 2021
Full time Customer Service Information Technology

Job Description

This an entry-level position that is responsible for day-to-day operations related to business-class technical support services.

Essential Job Duties and Responsibilities:

  • Alarm monitoring using various software platforms
  • Answer all support requests, troubleshoot, or escalate as required.
  • Troubleshoot various issues including but not limited to:
    • Network and transport support services
    • Business and residential telecommunication troubleshooting and escalations
    • Vision Net video conferencing solutions
    • PSAP/911 technical support
    • DNS, e-mail, and web hosting services
  • Maintain timely response to all customer support requests.
  • Provide accurate and detailed ticketing notes and e-mails including but not limited to:
    • Initial issue
    • Escalations and resolutions
    • All troubleshooting steps
    • Updating team leads, supervisors, and managers on all critical issues including outages
    • Promptly and accurately sending out maintenance notifications
  • Dispatching to customer sites with or without supervision. Duties may include but are not limited to:
    • Troubleshooting customer network, computers, servers, and software.
    • Installing/maintaining physical layer
  • Management assigned projects/tasks that include but are not limited to:
    • Departmental Training
    • Documentation Update/Clarification
    • Expected mandatory overtime to complete maintenance, development, training, or extended troubleshooting.
    • Initiative and drive to complete project assignments

Additional Job Duties and Responsibilities:

  • Perform other tasks and responsibilities to meet any customer contractual obligations or Vision Net operational duties assigned by a team lead, supervisor, or manager.

Knowledge and Skills:

  • Knowledge of:
    • Network and transport infrastructure
    • DNS, e-mail, web hosting basics
    • Business and residential telecommunication services
  • Skills:
    • Multitask numerous issues at the same time.
    • Organizational proficiency
    • Professionalism in all written and verbal communications
    • Provide excellent customer service and business class support.
    • Work independently and within a team environment
    • Effectively research technical support solutions using analytical and critical thinking.
    • Work in a safe and efficient manner
    • Maintain confidentiality of company information and records when required.
    • Create a team environment and sustain employee morale.
    • Currently has or can obtain a valid Montana driver’s license within a reasonable amount of time from the hire date. A safe driving record and the ability to be insured under the company insurance policy is required.
    • Consistently perform with integrity and accountability

Education and Experience: 

Any combination equivalent to the following education and experience that would provide the required knowledge, skills, and abilities would qualify. A typical way to obtain the knowledge, skills, and abilities would be an Associates' degree in information technology or 2 years of experience in a Technical Assistance Support environment.

Physical and Other Requirements:

This position will require 8 to 12-hour shifts, scheduling flexibility, weekend and overnight shifts. The Vision Net NOC is a small team of specialized individuals and every team member is counted on to be in attendance on a regular basis. Tardiness and poor attendance disrupt workflow, place additional burdens on co-workers, and jeopardize quality customer service. For these reasons, tardiness and poor attendance cannot be tolerated.

Physical Requirements:

0-24%

25-49%

50- 74%

75-100%

Seeing:  Must be able to read reports and use a computer.  Must be able to read and interpret test equipment.

 

 

 

X

Hearing:  Must be able to hear well enough to communicate with employees and business contacts.

 

 

 

X

Standing/Walking:

X

 

 

 

Climbing/Stooping/Kneeling:

X

 

 

 

Lifting/Pushing/Pulling:

X

 

 

 

Fingering/Grasping/Feeling:

 

 

 

X

Driving:  

X

 

 

 


Working Conditions:

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable.  Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.
Good working conditions with the absence of disagreeable conditions. 


Additional Information:

This job description is not intended to be all-inclusive.  An employee will also perform other reasonably related business duties as assigned by their immediate supervisor and other management as required.  Vision Net reserves the right to revise or change job duties and responsibilities as the need arises.  This job description does not constitute a written or implied contract of employment.

Vision Net offers great benefits! This includes medical & dental insurance, a retirement & security program, a 401k plan, along with additional benefits including sick leave, long-term disability insurance, and group life insurance (employee and dependents).