NOC Technician I in Naperville, IL at WOW!

Date Posted: 1/26/2018

Job Snapshot

Job Description

Summary:


The primary responsibility of the NOC Technician I is to monitor incoming Trouble Calls to isolate potential issues and trends, and to provide dispatching for plant and system/network outages. This position is responsible for customer follow-up, and updating documentation and notifications.


Duties and Responsibilities:


Essential duties and responsibilities include but are not limited to those listed below:



  • Correctly identify and dispatch outages following established processes and procedures

  • Clear outages after service has been restored and tested. Alert personnel via established processes and procedures

  • Monitor and triage trouble tickets entered by the CCC organizations. Utilize a variety of tools during the triage process to identify issues

  • Accurately track outages for reporting purposes

  • Provide thorough follow up via ongoing notification updates

  • Effectively communicate with field partners, customers and peers

  • Respond to the PM Messaging Tool and follow established maintenance process

  • Provide support for after hours emergency locates

  • All other duties as assigned


Qualifications:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Candidates must possess the ability to multitask, problem solve, think clearly and respond in a fast-paced or fluid environment

  • Previous dispatch or field level technical experience a plus, however candidates with a strong background in customer service and Microsoft Office products may be considered qualified candidates

  • Must be reliable and dependable, self-motivated and willing to learn and contribute to building a successful NOC team


Education/Experience:


High school diploma or equivalent required. Customer Service experience required, dispatch experience desired. Previous knowledge of RF signals and HFC networks is a plus.


Computer Skills:


MS Office, internet software, e-mail communication, ICOMs billing system preferred.


Physical Demands/Working Conditions:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to reach and hold on to items at chest level or reach above the shoulder

  • required to use close vision and be able to focus

  • must be able to function in a 24/7 operation and work a flexible schedule on weekdays, weekends and holidays




WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer


 


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