Network Operations Center (NOC) Technician

$18.00 hourly
  • Vision Net
  • Great Falls, MT, USA
  • Feb 28, 2023
Full time Entry Level Tech Technician

Job Description

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

Pay: $18.00 + Sign On bonus. Opportunity to earn more after probation period. 

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 request.
  • 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 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
    • Average typing speed: Approximately 40 WPM

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:

 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.