Stellar Private Cable Systems, Inc Hiring for NOC Engineer Job at Liberty Township, OH Full Time

Position Summary: The NOC technicians monitor the network in the Network Operations Center at the company’s main facility, and perform operational maintenance, circuit vendor management, and 1st & 2nd level customer service and support. The NOC provides a continuously operating 24 x 7 contact call center for all stakeholders of the network, to include customer, circuit and equipment vendors, and other internal Sentrics Networking and sales groups. The NOC maintains a trouble ticket database and information on all customers, vendors, circuits and network elements in a Universal Database, and on a company Intranet. Technicians work with the Engineering and Implementation teams to perform upgrade and maintenance tasks and provide troubleshooting support to customers.

Required Education and Experience

· High School Diploma or equivalent

Preferred Education and Experience

· Associates degree or higher

· One year or more of NOC Experience

Essential Duties and Responsibilities:

· Responsible for monitoring all network elements and configurations to assure mission critical traffic and customer connections are continuously operational with minimal downtime or outages as specified in Sentrics SLA documents. Monitoring is achieved through well-known NMS software systems.

· Provide 1st and 2nd level support and fault resolution on circuits and for customers, offering viable remedies for either customer-based issues or Sentrics Network capability issues brought up by customers.

· Work to resolve basic network performance issues and implement standard operational procedures and techniques defined by Engineering and escalate unresolved issues to the Engineering team.

· Track all issues using the Trouble-ticket database to assure all issues receive the proper attention and are carried through to resolution to the best of the organization’s abilities through the escalation path.

· Assist Engineering and Implementation teams with upgrade planning and implementation, and system configuration rollouts to properly utilize the network for greatest customer value.

· Work with equipment and/or circuit vendors to ensure all vendor configurations, code support, and maintenance of Network elements complies with Sentrics Network Standards.

· Maintain Revio, Connectwise and working install folders with network IP and access updates as well as site contacts and any relevant information to service our customers

· Perform firmware updates to any network element on customer premise with Engineering approval and or work with engineering to ensure any updates are confirmed working.

· Maintain backups of PBX’s and most on site equipment

· Schedule and perform mass reboots of STB’s, Arris modems, Routers, Switches, Phones, Zhone or Occams.

· Monitor, maintain, program MACD’s and trouble shoot Nurse Call systems:

· Smart eCall (ERS), Status Solutions, Heritage, Palatium, R Care, IGEA & Ciscor.

· Program MACD POE switches and business phones Aastra, Yealink, Polycom and soon Cisco

· Configure any Analog Headend TV Upgrade 222k receivers and coordinate tech to install as well as handle all billing updates, disputes, and questions, as well as track equipment returns on upgrade disconnects for billing.

· MACD all IPTV STB’s MOCA & Arris devices for various iterations of IPTV

· Utilize Smartbox, Floodgate for TV Channel issues

· Work direct with Dish on TV channel lineup issues, receiver replacement and on site equipment mods, dp44 etc

· Schedule and work with field technicians for voice, internet and TV issues

· Program correct routing, port forwarding, security zhone settings in adtran firewall

· Create inventory task to ship, track, program for device replacement, phones, pagers, pendants on site core equipment

· Coordinate any request with CRS for facility upgrades, sales opportunities

· Produce and maintain MOPs & SOPs across services supported: voice, internet, TV, Nurse Call

Success factors/job competencies:

· Ability to work individually and in a team setting

· Strong organizational skills

· Provides excellent quality of work

· Ability to multi-­task

· Dependable

· Exhibits rational and reasoning skills

· Strong problem solving skills

· Technically minded

· Results oriented

· Excellent writing and documentation skills

· Support and promote the mission, values and principles of Sentrics

· Advanced computer skills

· Excellent written and verbal communication skills

Performance standards:

· Semiannual performance reviews

Work Environment and requirements: This job operates in a remote and onsite office environment. This role routinely uses standard office equipment such as computers, phones, printer, and proprietary systems. This role occasionally travels to customer sites. The position requires the physical ability to sit at a computer and type in a comfortable office setting. This position also requires the ability to lift up to 25 pounds. This position must maintain a valid and current driver’s license with the legal ability to drive.

Travel:

· Occasional Travel is required for this position.

Job Type: Full-time

Pay: From $47,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location