JOB SUMMARY

The Network Operation Center Engineer is responsible for ensuring adequate coverage for the 24/7/365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services and ensuring that every reasonable effort is made to announce abnormalities and restore service as quickly as possible in the event of an outage.

MAIN RESPONSIBILITIES

• Monitor the network 24/7/365.
• Detect service issues, attempting to handle them before they affect our customers.
• Provide Level II support for customers issues and cases.
• Interface with Customer.
• Track e-mail and service requests in the ticketing system to ensure that customer requests are being handled in a timely manner.
• Execute Escalation procedures.
• Co-ordinate tasks and visits and disseminate information to ODN team, Engineering and Customers.
• Be willing to work on projects and attend training sessions.
• Be able to carry out instructions while being directed remotely.
• Be able to work on unfamiliar equipment while being guided verbally and remotely.
• Procurement.

JOB REQUIREMENTS

• Must possess strong computer skills and demonstrate proficiency and experience utilizing Microsoft Word, Excel and Outlook software including familiarity with other Windows based software and the Internet.
• Must possess excellent customer service skills and good reading comprehension.
• Must possess basic typing skills and complete familiarity with a computer keyboard.
• Computer Science, Telecommunications or related field is highly desired.
• Experience in Information Technology, Master Control, Programming, Call Center Customer Service, or Technical Support preferred; comparable knowledge acquired through certificate or degree program may be acceptable in place of work experience.
• Must possess strong communication skills.
• Must possess basic math skills including the ability to apply concepts such as fractions, percentages and perform basic math operations.
• Ability to analyze facts and data to accurately define problems during troubleshooting of major NOC issues
• Must be able to work quickly and efficiently in time sensitive, high-pressure situations.