Noc Technician I

Position Overview :

The Network Operations Center Technician performs tier 1 diagnosis and troubleshooting support for CentraComm customers. Working under minimal supervision, the NOC Technician will receive calls and inquiries and provide support in accordance with established processes. Additionally, the NOC Technician will document problems and conversations to create a reference that can be used by other technicians and for training purposes. Technicians will escalate complex incidents to tier 2, NOC Tech Supervisor, or specialized engineers.

Essential Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Responsibilities and duties include, but are not limited to:

• Device and network troubleshooting
• Perform basic diagnostics, and notify appropriate parties as needed
• Monitor Solarwinds nodes/interfaces for problem indicators
• Check Daily Maintenance Job reports
• Check Splunk reports and alerts for device health
• Use of proper judgment of when to escalate to engineers
• Gather, document, and communicate key troubleshooting information
• Compare Device Configurations: e.g. “when it last worked vs now”
• IDP/Security Alerts – Document and communicate appropriate information
• Willingness to further education and knowledge in preparation for advanced responsibilities
• Support Case Triage and handling Customer Service expectations
• Additional duties to be assigned as necessary.

Physical and Environmental Factors:

The incumbent may be exposed to the following:

Physical:

• Bending & Stooping
• Sitting for extended periods of time
• Pushing & Pulling
• Extensive exposure to computer
• Lifting/Carrying up to 50 pounds
• Extensive cell phone usage

Environmental:

• Typical office setting
• Normal noise exposure
• Typical temperature exposure
• Includes weekend hours
• Hazardous exposure: N/A