NOCC Technician II

Overview

Please note: This position may be filled as a Nocc Technician, Level I, II or III depending on experience, skills, and education.

 

At C Spire, we are customer inspired.   Every C Spire team member is charged with delivering a world class experience to every customer.   Every C Spire team member is charged with living the brand.  The NOCC is responsible for continuous maintenance and surveillance of the C Spire fiber, wireless, IP, and broadband telecommunications networks.

 

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Responsibilities

• LEVEL I
• Manage the ticket queue and ensure that all reported issues are documented and resolved in a timely manner.
• Interface with multiple internal and external teams, to ensure timely and accurate resolution of all reported or identified network and system issues.
• Perform additional duties as assigned.
• LEVEL II
• All the responsibilities of a NOCC Technician I
• Perform network and system troubleshooting to identify the root cause of a network outage quickly and accurately.
• Investigate outage logs and help determine root cause for service interruptions.
• Help prepare outage reports for NOCC Supervisor and/or NOCC Manager.
• LEVEL III
• All the responsibilities of a NOCC Technician I and II
• Serve as Tier II support of network operations teams involving complex level customer outages as well as internal network outages.
• Manage network outages dispatching appropriate technicians to facilitate repair/restoral of the network, escalating issues to vendor support to engineering support as needed, and acting as a liaison between disparate teams to ensure that information is flowing freely between all stakeholders.
• Assist with training, onboarding, and mentoring of junior NOCC Technicians.

Qualifications

LEVEL I

REQUIRED

• Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
• Must possess a high degree of interpersonal skills.
• Effective verbal and written communications skills.
• Experience with Network monitoring.
• Ability to respond quickly and accurately in high pressure situations.

PREFERRED

• Experience with VOIP products.
• Understanding of telecommunications technology such as LTE, 5G NSA, 5G SA.
• Understanding of router/switch from Adtran, Fujitsu, Cisco, Juniper, Nokia or Equivalent.
• Understanding of Gigabit Passive Optical Networks (G-PON) preferred.  
• CCT (Cisco), CCNA (Cisco), or NSR 1(Nokia) certification.

LEVEL II

REQUIRED

• Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
• Minimum 2 years related experience in specific area or equivalent.
• Experience working in a structured environment that requires change control processes in accordance with company policies, for execution of implementations and change to the network environment.

PREFERRED

• Understanding of telecommunications technology such as LTE, 5G NSA, 5G SA
• Experience configuring and troubleshooting network devices with a command line (CLI).
• Understanding of layer 2 technologies.
• Understanding of Gigabit Passive Optical Networks (G-PON) preferred.  
• CCNA (Cisco), CCNP (Cisco) or NSR 1 (Nokia) NSR 2 (Nokia) etc. certification.

LEVEL III

REQUIRED

• Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
• Minimum 4 years related experience in specific area or equivalent.
• Understanding of telecommunications technology such as LTE, 5G NSA, 5G SA or Gigabit Passive Optical Networks (G-PON).
• Understanding of router/switch from Adtran, Fujitsu, Cisco, Juniper, Nokia or Equivalent.
• Demonstrated leadership prof