Enterprise Tier 2 Member Support NOC Technician

at  Xplore Inc

Position Overview:*
The Tier 2 Network Operations Technician will be responsible for the support, operation and performance of Enterprise Solutions Networks including customer circuits. This position will be responsible for the dispatch of Dealers, Contractors and Field Crews to resolve customer and Xplore Business technical issues. This position is also tasked with daily/weekly reports, Outage Notifications and day-to-day management of the Xplore Business network infrastructure. This position is also responsible for NMS entries and managing the check in and check out for Tower side and Customer Side installations with Dealers, Contractors and Field Crews. The Tier 2 Network Operations Technician will work closely with all departments and ensure that business operations run smoothly, supporting our customers and staff. Support of escalated issues by ticket and phone is required daily. This position involves shift and on call work covering days, evenings and weekends. This position reports to the Enterprise Network Manager.

• Xplore Business Network and Customer monitoring and support - Maintain and support operation of Fixed Wireless, Satellite and IP network elements (Point to Point, Access Points and, switches).
• Outage management/ scheduled maintenance - Quickly assess impact and resolve emergency escalations while adhering to defined procedures. Accurately notify appropriate parties and follow up with providers as needed.
• Network change requests - Monitor and report on all network change requests. Act as a liaison between Enterprise, Field Ops, Net Ops, Engineering and 3rd party providers for network related activities.
• Ticket management/customer care support - Monitor escalated ticket queues and provide daily updates on status