NOC Technician I

Aureon; West Des Moines (IA); On-site; USD 52,000 - 70,000; Full time

Job summary

Aureon is seeking a detail-oriented service desk professional in West Des Moines, IA, to assist member companies and clients with fiber optic, telephone, and IP networking issues. Responsibilities include monitoring alarms, documenting tickets, and ensuring professional client experiences.

Position requires strong communication, the ability to work independently, and proven problem-solving and troubleshooting skills.

Qualifications

• High School Diploma or equivalent.
• Two or four-year degree in communications or equivalent experience.
• Knowledge of internet, voice delivery, and alarm monitoring software.
• Basic knowledge of networking including networking equipment and technologies.
• Knowledge of VOIP or other advanced telecommunications application.

Responsibilities

• Assist member companies and clients with resolving fiber optic circuit, telephone and IP networking problems.
• Monitor alarms and document work in trouble ticket applications.
• Provide proactive client service and problem resolution to ITCs, LECs, and Enterprise level business clients.
• Triaged and troubleshot alarms from internal monitoring systems.
• Take ownership of assigned tickets and follow up with clients within acceptable time frames.
• Escalate trouble tickets to internal departments and external companies to correct service interruptions.
• 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.

Skills

Highly organized

Excellent interpersonal skills

Excellent written and oral comms

Work independently

Strong trouble resolution

Education

High School Diploma or equivalent

Communications degree or equivalent experience

Knowledge of internet/voice delivery/alarm monitoring software

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

PREFFERED

• 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

Equal Opportunity Employer
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