NOC Tier I Surveillance Technician

NOC Tier I Surveillance Technician

Department: Summit Commercial Center

Job Family: Engineering

Reports to: NOC Supervisor

Summary: The NOC Tier I Surveillance Technician primary functions include monitoring the Network Monitoring System and Summit Broadband Services. The role resolves network events affecting Carrier, Commercial and Residential customers, investigations alarms to root cause for repair or dispatch, receives incoming calls, provides support to customers, creates trouble tickets, handles after‑hours callouts and escalations, implements outage restoration procedures and assists in tracking scheduled network maintenance that will impact customer services.

Duties And Responsibilities:

• Maintain surveillance of the Summit Broadband Network
• Correlate and troubleshoot alarms collected by monitoring tools; identify root cause and resolve, dispatch or elevate as required
• Maintain integrity of Network Monitoring Systems by referring erroneous alarms to responsible parties
• Assist field operations with troubleshooting and resolving customer‑related issues
• Answer phones, emails and messages promptly
• Create tickets for all customer‑reported troubles
• Assist in communication of scheduled network maintenance
• Track and communicate outages via the Incident Management application in a timely and effective manner
• Work non‑traditional work schedules covering 7 x 24 x 365 operations, in office
• Work independently and as a team member
• Maintain service levels for calls and tickets

Qualifications:

• 2–3 years of telecommunications or related industry experience
• 1 year of prior work on a telecom surveillance system (preferred)
• 1 year of prior work in a customer‑facing role (preferred)
• Military experience desirable
• Knowledge and experience troubleshooting CPE environments—NIDs, routers, switches
• Knowledge and experience troubleshooting high‑speed data services
• Knowledge and experience troubleshooting three or more of the following:
  • Metro‑Ethernet devices and circuitry
  • VLAN operations
  • TCP/IP, PPPoE and cable modems
  • Small office & home networking
  • PC network configurations
  • Routing and sub‑netting
  • Email delivery
  • VoIP/Hosted Voice
  • Video delivery
  • Access technologies – DOCSIS, PON, XGS‑PON
• Proven ability to manage multiple tasks or projects and to lead small, directed projects
• Strong oral and written communication skills are essential
• Moderate proficiency with Microsoft Office products preferred
• Working knowledge of Juniper routers and switches
• Working knowledge of HFC, fiber and copper plant
• Must be able to pass criminal and drug testing checks

Summit Broadband is a drug‑ and tobacco‑free workplace.

Summit Broadband, Inc. is an Equal Opportunity Employer. The company participates in the E‑Verify program.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Information Technology

Industries: Telecommunications

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