NOC Technician I

Aureon; West Des Moines (IA); On-site; USD 45,000 - 60,000; Full time

Job summary

Aureon is seeking a dedicated professional to assist clients with fiber optic and networking issues. The role requires excellent communication and problem-solving skills, as well as the ability to work independently and manage multiple tasks efficiently. Ideal candidates will have a high school diploma and preferably a degree in communications. The position involves troubleshooting alarms and maintaining client relationships, ensuring a positive service experience.

Qualifications

• High School Diploma or equivalent required.
• Preferred degree in communications or equivalent experience.

Responsibilities

• Assist clients with resolving fiber optic circuit and networking issues.
• Analyze and troubleshoot alarms from monitoring systems.
• Take ownership of trouble tickets and communicate with clients.

Skills

Organizational Skills

Interpersonal Skills

Written Communication

Oral Communication

Problem Solving

Education

High School Diploma

Two or four-year college degree in communications

Tools

Alarm Monitoring Software

Networking Equipment

VOIP

Job description

• Assist member companies and clients with resolving fiber optic circuit, telephone and IP networking equipment problems through monitoring and clearing of alarms from fault management systems while documenting work in trouble ticket applications
• Responsible for maintaining a high level of professionalism with clients and work to establish a positive service experience with every caller
• Provide proactive client service and problem resolution to ITCs, LECs, and Enterprise level business clients including both Retail and Wholesale clients
• Analyze, triage and troubleshoot alarms received internal monitoring systems
• Take ownership of assigned tickets, communicate and follow-up with clients within acceptable time frames during the life of each ticket
• Escalate trouble tickets to internal departments and external companies to correct service interruptions and ensure escalations are handled in a professional, consistent and relentless manner
• Interface with Aureon departments to assist in the turn up of new services and resolve service problems
• Perform daily scheduled maintenance procedures on various pieces of equipment
• Other duties as assigned.

EDUCATION, TRAINING, AND EXPERIENCE:

REQUIRED

• High School Diploma or equivalent

PREFERRED

• Two or four-year college degree in the communications field, or equivalent experience
• Knowledge or previous experience with internet, voice delivery, and alarm monitoring software
• Basic knowledge of networking including networking equipment and technologies
• Knowledge of VOIP or other advanced telecommunications application

REQUIRED SKILLS:

• Highly organized and able to perform a variety of tasks, often changing assignments on short notice
• Excellent interpersonal skills to establish and maintain effective relationships with clients, colleagues, and business contacts.
• Excellent written and oral communication skills. Must be able to efficiently utilize all available resources to provide effective solutions and explore all possibilities to facilitate the best decision
• Must be able to work independently with little or no direct supervision and contribute to a team environment.
• Ability to make sound decisions using the information at hand
• Strong trouble resolution and problem solving skills

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Primarily indoor work, primarily in office environment
• Frequent utilization of manual dexterity and visualizing of computer screen
• This is a position that will work primarily 8 - 5 Monday through Friday with rotating 12 hour weekend shifts.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.