NOC Technician Tier 1

Description

• Receive customer problem escalations from call center and continue with advanced troubleshooting to resolve the issue.
• Monitor network alarms and events using NMS platforms.
• Create, update, and manage incident tickets.
• Perform initial troubleshooting using documented procedures and runbooks.
• Escalate issues when resolution is not possible within defined procedures.
• Communicate outage and maintenance information to internal teams and customers.
• Monitor network health, environmental alarms, and service availability.
• Support Technicians in the field with configuration and trouble shooting.
• Verify service restoration and close incidents when appropriate.

Success Measures

• Accurate ticket documentation.
• Timely alarm response.
• Proper escalation of incidents.
• Adherence to operational procedures.

Requirements

• Basic understanding of IP networking.
• Familiarity with routers, switches, wireless, and fiber technologies.
• Strong troubleshooting and communication skills.
• Ability to follow documented procedures.
• Experience with ticketing and monitoring systems preferred.
• Willing to work weekends.