NOC Technician

at  Docomo Pacific

SUMMARY:

We thrive on connecting people to the things that matter most by delivering an unmatched customer experience, investing in our associates, and creating value for our shareholders. This is a fast-paced organization rooted in celebration, excellence, respect, trust, communication, and family. Working here requires an open mind, collaboration, and willingness to learn.
Provides communications and support for Technology teams and business units and problem-solving between all departments across the company. NOC Technicians are cross-trained to provide support in all divisions of the NOC.
This position requires the highest level of attention to detail. Will provide support via telephone and other communication platforms to internal and external customers. Must be able to make quick decisions and escalate internally as well as to vendor support, as necessary. Must be well versed in Docomo Pacific’s subscriber and business cable and mobile infrastructure and cable and mobile services as well as performing the following duties.

EDUCATION AND/OR EXPERIENCE

• Associate degree in Electronics and Communications or Computer Science or Military technical training with equivalent experience

OR

• At least 4-5 years’ experience in the Telecom industry or any service provider networks.
• Technology or Business Support Systems experience a plus

TECHNICAL KNOW-HOW:

• Sound knowledge of telecommunication principles
• Good knowledge of network operations processes
• Familiar with desktop applications
• Have experience working side-by-side with Customer Support Teams
• Basic knowledge of mobile and fixed technologies (e.g., OSI model, switching, wireless, internet routing, video quality analyzer, backend video controllers and NMS platforms.
• Have basic to intermediate-level knowledge on EMS, NMS, and OSS platforms.
• Experience and/or knowledge in scripting/programming
• Experience and/or knowledge with Linux and Cisco devices

COMMUNICATION SKILLS:

• Excellent written and presentation skills.
• Strong communication skills with people at all levels with multi-tasking capability
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.

COMPUTER SKILLS

• Work with various computer and server operating systems including Windows and various implementations of UNIX.
• Monitors equipment and graphical user interface to detect error messages that signal malfunction in communications software or hardware.
• Enters diagnostic commands into computers and communications equipment to determine the nature of the problem and reads codes on the screen to diagnose the problem.
• Enters operating commands into computers and communications equipment to restart programs and/or services.
• Attaches diagnostic equipment to learn if communications equipment and line meets specification.

• Handles end-to-end responsibility for corrective maintenance of Network problems ensuring trouble tickets are actively managed until resolution as prescribed in SLA.
• Responsibilities may require extensive training and experience, or a combination of experience and education in a related field.
• Responsible for undertaking and ensuring the necessary actions are taken to maintain network services to the customers both internal and external.
• Responsible for monitoring the integrity of the Network (24x7 – 365) via existing surveillance tools including but not limited to RAN EMS, Transmission EM, IP Core, IT/CBS/VAS/IN, Servers, Power and other various transmission technologies to include RF, satellite, digital and analog and other.
• Responsible for managing, responding, troubleshooting, and escalating tickets on the different NOC portals. Responsible for Ticket handling (creating, tagging, assigning, and closing) internal/external.
• Responsible for coordination and management of Customer Care complaints until resolved.
• Responsible for first-level isolation and troubleshooting of alarms and escalation.
• Monitors Video, Data, Internet, Mobile, and communications network to ensure that the network is available to all system users and customers and resolves communications problems.
• Responsible for creation and monitoring Planned Work Order (PWO) activities based on applied/requested Change Request Form (CRF).
• Ensure that the Change Management process is followed and adhered to within timeframes
• Ensure proper broadcast notification of PWO including Planned/Unplanned outages through email, Teams, chatgroups, and SMS.
• Verifying the Post post-implementation review, closure of implemented change, and monitoring.
• Check the network frequently to be sure it is operating correctly. Conducts routine quality checks for Video, Internet, Mobile, Phone, and the network to prevent and troubleshoot potential issues and monitor the health of the network.
• Assists Customer Care and Field Operations with tickets and calls regarding issues.
• Attaches diagnostic equipment to learn if communications equipment and line meets specification.
• Reads technical reference manuals for hardware and software to learn the cause of the problem.
• Responsible for dispatching Field OPs for any outages, alarms, or site facility issues. Calls service technician for cable, internet, mobile and phone service when problem cannot be resolved within NOC. This is to include processing work orders, managing schedules, communicating with Customer Care and Field OPs via email and chatgroups, providing updates on calendar availability, inventory data to the Warehouse, and other dispatch duties as assigned.
• Responsible for coordination and management of Customer Care complaints and Incidents until resolved. Including escalation, participation in War Room, and request for Reason for Outage (RFO) from SME.
• Thoroughly record actions taken and significant events in a daily log.
• Provide regular and per-incident reports, shift handover reports, and other pertinent reports required.
• Monitor the Critical Success Factors (CSF) and the Key Performance Indicators (KPI), ensuring that performance targets are met.
• Produce reports about the process of Key Performance Indicators (KPI).
• Updates documentation to record new equipment installed, new sites, and changes to computer configurations.
• When required will inspect communications wires, cables, and equipment.
• When required will train staff, users, and customers on how to use and troubleshoot equipment and services.
• Responsible for oversight of Managed Services and to provide integrity checks to all processes and monitoring aspects.
• Ensure that the Incident Management and Change Management processes are followed and adhered to within timeframes.
• Other duties as assigned.