Business NOC Technician II

Job HighlightsJOB PURPOSE

Provide comprehensive support for Enterprise and Wholesale Carrier Business customers by monitoring, evaluating, troubleshooting, and performing tasks to support internal and external customers .

• Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, telephone, Internet, and Enterprise IT services , as well as Advanced Enterprise and Wholesale Business services; quickly identify network events, impaired services, or unplanned outages.
• Monitor network resources, components, and Enterprise Business connections for performance, equipment failures and/or service outages.
• Evaluate network alarm conditions and service outages; follow procedures to validate and classify potential impact .
• Identify and document events as they occur, enter relevant information in Midco's ticketing system .
• Perform preliminary troubleshooting per established procedure; document completed troubleshooting and
  * escalate* to the appropriate personnel for additional troubleshooting, mitigation, and restoration.
• Actively coordinate mitigation and resolution of service outages; assist in troubleshooting and pinpointing service outage components.
• Engage and coordinate efforts with third parties and vendors to resolve problems and issues.
• Communicate with users, group members, Engineering, Field OPS, Business Customer Care and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events , escalating as necessary.
• Review in flight circuit projects prior to turn-up; conduct pre-delivery testing of new carrier circuits and refer any issues to senior NOC or BNE personnel for corrective action.
• Participate in coordinated turn-up of new carrier circuits .
• Coordinate circuit troubleshooting between M idco and third - part y resources to address circuit issues .
• Input and review change requests for moderately complex maintenance activity.
• Evaluate maintenance notifications and coordinate maintenance windows with other providers, NNIs and internal customer support teams.
• Perform pr e/ post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance .
• Coordinate preventive maintenance activity with Field Ops personnel; perform pre / post QC verification .
• Perform proactive health checks as part of normal surveillance; document identified issues and coordinate with Field Ops personnel on corrective action.
• Generate operational reports such as power supply battery health and transponder state .
• Draft, r eview and update process documentation to ensure all procedures are known.
• Train and guide new hires as required .
• Follow and serve as a role model in displaying Midco's Core Values and Leadership Success Drivers.
• Adhere to Midco's privacy guidelines to ensure each customer's privacy.
• Maintain regular attendance as required by your position.

• Effectively communicate with other departments to handle escalating issues in a timely manner .
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions .
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and
• finding ways to cut through ambiguous problems.
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

• High school diploma, or vocational certification in technology field, or equivalent industry work experience required .
• Minimum Two years of previous NOC, Engineering, Network Operations, or Business Support experience is required ; experience in the telecommunication or cable industry is preferred.
• Minimum of two years of internal proprietary methods of service delivery is preferred.
• NCTI 'Operations…