NOC Technician I

Job Description:

At Sparklight/Cableone and our family of brands, we keep our customers and associates connected to what matters most.

For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.

In this role you will be responsible for proactive and reactive network monitoring of Cable One backbone entities and HFC (Hybrid Fiber Coaxial) Network.

You will act as the first contact for the NOC by responding to calls and email from field personnel, associates, and commercial customers.

You will utilize analytical and problem-solving skills to identify and escalate issues to networking specialists, product technology operations, and local system technical operations teams by performing fundamental network operations functions.

What you will do to contribute to the company's success


* Monitor information on all network sites, analyze various network monitoring tools, and identify deterioration of components in the system.


* Act as first tier in alert response and incident/problem resolution for the Cable One network to identify customer and infrastructure impacting issues.


* Perform initial troubleshooting and data gathering to identify and resolve issues in an efficient manner.


* Ensure proper escalation to technology operations teams and local system technicians.


* Coordinate communication and sends status email messages to all stakeholders and Cable One departments to inform of customer impacting issues.


* Maintain a detailed cause and resolutions log of customer and associate-related incidents.


* Ensure that the handover to next shift is up-to-date and communicated at the end of the shift.


* Confirm network events and issues are identified and properly escalated to the responsible management levels.

Qualifications


* At least 3 months related experience or training.

Experience in a Network Operations environment preferred.


* Must be flexible and able to work alternate shifts as required to support the 24/7 operation.


* Must be able to work under pressure.


* Cisco Certified Technician (CCT) preferred.


* A working knowledge of modems and basic networking preferred.

Core Competencies


* Committed: Values each and every customer, while working hard to keep their business and support our communities.


* Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.


* Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.


* Personal: Knows our customers well, an...