What are the responsibilities and job description for the NOC Technician position at WAVSYS?
Responsibilities:
Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely manner.
Monitoring and responding to tickets, alerts, and general inquiries from internal and external customers.
Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.
Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency.
Escalate/Assign tickets to appropriate teams, leads and managers.
Perform direct communications to customers for updates as necessary.
Resolve customer inquiries, if possible, by utilizing documented processes.
Professionally manage difficult and/or emotional customer situations.
Qualifications:
High School Diploma required.
Must be able to pass a background screening.
Minimum of two (2) years of experience troubleshooting and maintaining SONET and DWDM networks.
Minimum of two (2) years of customer service experience (NOC environment is preferred.)
Knowledge of Ciena, Infinera, Nokia, Cisco, Fujitsu SONET and DWDM equipment.
Ability to navigate multiple computer systems/applications simultaneously.
Knowledgeable with G-Suite applications.
Excellent written and verbal communication skills.
Requires an individual who is detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.
Ability to work in a fast paced environment.
Active Listening.
Data Entry Skills.
Attention to detail.
Good time management skills.
Salesforce experience is a plus.
Salary : $21 - $28
