Network Operations Center (NOC) Technician

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.