NOC I Technician - Tier 2.5

NOC 1 Technician - Tier 2.5

 

WildBlue Communications delivers affordable high-speed internet access via satellite to our customer?s homes and offices in the contiguous U.S. Our affordable, high-speed (3.0 megabit per second) internet connection can accommodate up to eight PC's (or other internet-ready appliances) simultaneously. Our team is rapidly growing and we are in search of a NOC 1 Technician - Tier 2.5.

 

SUMMARY:  The Operations Support Technician is a Tier 2.5 support position working under the direction of NOC management staff. Essential responsibilities consist of providing Production network and systems surveillance and performing moderately complex fault management and configuration tasks in support of customers and customer supporting systems.

 

 

ACCOUNTABILITIES include the following. Other duties may be assigned.

?  Monitor the network/systems, document network events and take corrective action in response to alarms and traps.

?  Serve as primary escalation resource to resolve single customer problems and issue not corrected by the Customer Care department.

?  Provide assistance to Tier 2.5 Operations Support technicians as an escalation point and as an information resource.

?  Document and communicate network and systems event status using established systems and business practices.

?  Provide timely escalations and notifications as required by procedure.

?  Complete additional tasks as assigned.

 

 

 

 

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

?  Must be organized and capable of tracking/managing multiple issues simultaneously.

?  Must have superior communications skills, both verbal and written, and be able to convey complex issues in a concise manner.

?  The ability to collaborate and function as part of a team is essential.

?  A good understanding of networking and the Internet are key skills.

? Must exercise sound judgment and make reasonable decisions based on factual information.



 

 

 

EDUCATION and/or EXPERIENCE:

? Associates degree from a college or trade school in computer science, engineering, or related technical discipline is preferred. Relevant experience may be substituted. Two years of providing customer support, performing maintenance, monitoring, or configuration work in a 7x24x365 technical operations environment is desired. Must be able to effectively communicate complex concepts and follow procedural direction. Previous experience in a startup company would be helpful.

 

 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meetings and training rooms, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions.

 

Must be available to work a variety of shifts including evenings, nights, weekends, holidays and long shifts of up to 12 hours. May be required to work overtime as needed and be available for emergency or scheduled on-call. Most work performed on computers.

 

 

No phone calls and no agencies