Company: Wifinium
Contact: Addison Ayers(717) 215-3447addison.ayers@wifinium.com
As an integral part of our NOC Team, the NOC Technician will assist in providing network monitoring, management and technical support services for our clients. This position requires the ability to work in a fast paced, changing environment and maintain a high level of professionalism, courtesy, customer service and ethics.
POSITION DETAILS
Department: Operations
Reports To: Engineering / NOC Manager
Location: Hybrid
Status: Full Time
Compensation: Hourly
Travel: Minimal
WORK ENVIRONMENT
Standard business hours:
Monday through Friday
24/7 around the clock coverage necessary for the NOC. 8 hour shifts are necessary.
Standing, sitting and walking throughout multiple floors.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This role requires varied tasks to be carried out by the NOC Technician, which may include:
• Provide direct ongoing maintenance and support of current clients through phone or e-mail communications.
• Monitor and troubleshoot all networks and systems related issues, network monitoring, event notification and escalations.
• Opening, updating and closing of tickets while providing up to date status to customers in a timely manner.
• Follow up with other technical resources, including other company departments.
• Follow defined operating procedures to ensure that clients, systems and management are kept up to date with regard to any individual trouble or network degradation.
• Prioritize and respond to customer requests in a timely manner.
• Work collaboratively with both internal teams and third-party vendor support and engineering teams.
• Produce technical support documentation and write incident reports as appropriate
• Other duties as assigned
POSITION REQUIREMENTS
Competencies
• Ethics and Values – adheres to an appropriate for the setting0 and effective set of core values and beliefs during both good and bad times; acts I line with those values; rewards the right values and disapproves of others; practice what he/she preaches.
• Customer Focus – is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
• Written Communications – is able to write clearly ad succinctly in a variety of communication settings and styles; can get messages across that have the desired effect
• Dealing with Ambiguity – can effectively copy with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty
• Composure – is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis
• Problem Solving – uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers
• Timely Decision Making – makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision
• Time Management – uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
• Technical Learning – picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product or technical knowledge – does well in technical courses and seminars
• Self-Development – is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits
Education, Qualifications & Experience
• High school diploma or GED
• Completion of recent technical education program and/or technical-related college courses preferred
• Lifting and moving product/boxes up to 50 pounds