Network Operations Center Technician I

Peñasco Valley Telephone Cooperative, Inc.; Artesia (NM); On-site; USD 36,000 - 48,000; Full time

Job summary

Peñasco Valley Telephone Cooperative, Inc. is seeking an entry level NOC Technician Tier 1 at our corporate office.

You will provide customer and internal support, process service orders, and assist with provisioning and troubleshooting for the ISP and Calix-based network. Candidates should have a high school diploma or GED and at least three years of experience in order entry or a technology-related field.

Qualifications

• High school education required; minimum three years in order entry and translations or technology fields.
• Knowledge of customer records handling and data entry best practices.
• Ability to listen, communicate clearly, and work with customers and staff.

Responsibilities

• Provide Tier 1 support to customers, technicians, vendors and engineers.
• Process service orders and audit provisioning data for accuracy.
• Assist field technicians with troubleshooting and data entry in provisioning systems.
• Monitor network alarms and route issues to appropriate teams.
• Maintain customer records and generate monthly reports.

Skills

Office procedures

Switching systems

Computer basics

Customer service

Shift work

Education

High School diploma or GED

Job description

Position Description

Department: NOC
Reports To: Network Operations Center Manager
Location: Corporate Office
Status: Hourly
FLSA: Non-Exempt

This is an entry level position. The NOC Technician Tier 1 position will provide technical support to customers, technicians, vendors, engineers and technical staff. This position will be responsible for all duties related to the NOC.

Essential Job Functions

• Sends and receives customer-specific information to service provisioning tools and systems, including CS1500 Ribbon Switch, MetaView, NPAC, Calix, AXOS, Clearcable/Harmonic, and IVue Connect billing software.
• Processes service orders to fulfill customer service requests.
• Conducts audits on Provisioning platforms to ensure data integrity.
• Assists customers with NOC Tier 1-related issues and escalates calls to appropriate personnel.
• Monitors the ISP/Telco network, Calix Fiber network, and responds to alarms as they come in to resolve or route them to the appropriate departments.
• Assists Field Technicians with troubleshooting using various software platforms
• Maintains files of customer records, tracking spreadsheets, documents, and other supporting data.
• Adjust customer records in associated network elements providing service.
• Performs data entry in provisioning systems for completion of service orders.
• Responsible for assisting in the provisioning activities related to service orders; interacts with customers and PVT field technicians to ensure service matches what was requested.
• Completes assigned monthly reports; ensures that all orders are worked within the group during the specified time period; responds to customer billing problems; coordinates with other personnel to respond to billing problems.
• Establishes and maintains effective working relationships with all customers and PVT personnel; places a premium on customer satisfaction and makes every attempt to perpetuate PVT and its subsidiaries’ positive image in all customer-related service activities.
• Stays informed of current service offerings and customer premise equipment.
• Collaborate with other departments on projects and services being delivered.
• Update Supervisor of emerging issues and concerns.
• Attends training on new product offerings and technology to maintain a high degree of knowledge and competence.
• Complies with all safety rules and regulations; abides by company policies and procedures.
• Completes other reports, projects, analysis and activities as requested.

Other Responsibilities

• Other duties as assigned by Management.

Knowledge, Skills & Abilities

Thorough knowledge of office practices and procedures; the use of office machines and equipment; switching system fundamentals, including an understanding of customer-specific needs and how to fulfill those as related to service orders; must have basic computer knowledge. Deal effectively with customers in person or on the telephone; ability to listen to customer needs or complaints; communicate effectively orally and in writing; good customer service skills. Be willing to work shift work.

Education And/or Experience

High School diploma or GED. Minimum of three years of experience in order entry and translations or technology field.

Certifications, Licenses, Registrations

Must have, or be able to obtain, and maintain a valid New Mexico state driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.

Physical Requirements

PHYSICAL REQUIREMENTS
0-24%
25-49%
50-74%
75-100%

Seeing

Must be able to read computer screen and various reports.
X

Hearing

Must be able to hear well enough to communicate
with employees and industry contacts.
X

Standing/Walking

X

Climbing/Stooping/Kneeling

X

Lifting/Pulling/Pushing

X
Must be able to write, type,
and use phone system.
X

Working Conditions

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.

Note

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
PVT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. PVT makes hiring decisions based solely on qualifications, merit, and business needs at the time.