Job Title: NOC Engineer
Location: Bethpage, NY (Day 1 onsite)
Job Type: Contract
Experience: 8+
Responsibilities
Perform basic network support including conducting daily administrative duties, supporting maintenance, perform monitoring of all network infrastructure.
Generally, perform troubleshooting and initial triage of issues with the potential of impacting 20,000 or more subscribers at any given time.
React quickly, efficiently, and effectively to alarms received for supported infrastructure.
Responsible for tracking call volume into Altice (primarily via the Remedy ticket tracking system). Must be able to monitor incoming tickets, with an eye for developing trends and identifying potential issues
Document system problems, escalate, and take appropriate actions according to departmental procedures. Must ensure issues are updated hourly, which includes adding notes to the Outage Board, updating Remedy tickets, contacting Command Center/ROC offices, and sending out notifications when necessary
Ability to analyze raw data and reports to provide management with a coherent picture of call trends and outage trends.
Handle all inter-departmental escalations for individual customer’s issues, performed via Remedy, e-mail, and telephone communication.
Ability to speak to our customers in a professional manner to gather additional details of their issues during an outage situation and/or confirm resolution. Also, guide customers through established troubleshooting procedures to identify and resolve their individual issues.
Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians, and responsible business departments (BISC, Digital Services, OSP, ISP) during all outage conditions. Identify problems with respect to Network Backbone, RF Plant and CMTS/Hardware, video infrastructure, provisioning, BISC Server, and applications. Coordinate with the applicable departments to ensure that all possibilities/issues are communicated. Perform necessary checks to validate resolutions.
