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NOC Engineer
Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.
Why a Career at Access One
- An opportunity to grow your career and expand your knowledge
- Professional development and growth through continual learning
- Recognition of all your accomplishments, large and small
- A chance to relax and enjoy your co-workers at company events
- Access to health programs such as gym membership incentives
- Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
- Volunteer and donation opportunities to help improve our community
What you will do
This position is responsible for providing front end phone based technical support to an existing customer base, including managing trouble ticket flow and interfacing with network partners and internal resources to achieve swift resolution to service issues. The position is also responsible for network monitoring and proactively notifying customers of ticket status. The NOC Engineer will effectively provide first level support of Voice Services (PRI, SIP, Long Distance, 8xx, Hosted PBX, POTS), Data Services including Internet and MPLS, and manage vendors to resolve customer troubles within established timelines.
Responsibilities include
- *Position requires on call every 3 weeks, may consist of during weekends, evening and overnight hours and holidays from home is required (in exchange for On Call Bonuses and Premium Pay)*
- Assigning and tracking trouble tickets- examining pertinent information to accurately and efficiently identify customer issues and work to resolve those issues in a timely manner
- Utilizing Access One’s switch to accurately and efficiently troubleshoot network service issues- tasks include, but are not limited to, performing call traps, testing circuits, activating RCFs, and redirecting Toll Free numbers
- Working closely with network partners and internal resources to find quick and satisfactory resolutions to trouble tickets
- Notifying customers and internal departments of findings and any subsequent recommendations
- Performing proactive surveillance and monitoring of network alarms and notifying customers of apparent issues
- Performing data entry into the appropriate systems in order to document trouble ticket flow and steps taken to address issues, including logging detailed and accurate notes for each trouble ticket and customer, vendor, and network partner interaction
- Carrying out initial troubleshooting of data services including verification of interface status on Core/Edge and CPE routers
- Identifying and resolving voice translation, routing and call quality issues
- Customer focus is a MUST for this position
- Proactively learning and problem solving
- Working UcaaS issues as Tier 2 support and repair
Who you are
- High School diploma or GED
- Certificates such as CCNA, CCNP, JNCIA, or JNCIS are highly desirable, but not required
- 2-5 years in a network operations center or equivalent
- Working knowledge of voice communications, including local and long distance traffic flows for switched and dedicated access
- Basic knowledge of PBX and Hosted PBX functionality and capabilities
- Experience troubleshooting data circuits and services including Metro Ethernet, MPLS Internet Access
- Basic level of understanding and experience with equipment such as Alcatel-Lucent 5010, Metaswitch class 5 softswitch, Digital cross connect system(s), and Adtran routers (specifically the TA9xx and Netvanta series)
- Experience troubleshooting TDM and Voice over IP services including but not limited to: PRI, CAS, 8xx, CNAM/LIDB/911, SIP
- Working knowledge of data communications equipment, technology and Quality of Services configurations
- Ability to organize, prioritize and follow-up on unresolved issues in a fast paced environment
- Experience in front-end call handling and troubleshooting
Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
PM22
PI200445606
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