General Summary: NOC Tier 1 Technician is an entry-level computer networking position in a 24/7/365 Network Operations Center.
The primary job function is to work directly with customers, on-site technicians, carrier service providers, and Tier 2 Technicians to support and troubleshoot Broadband circuits, routers, modems, switches, WiFi, VOIP, and miscellaneous network attached devices.
The majority of your time will involve monitoring automated probes, job tickets, email, and phones for any indication of trouble on customer networks then taking proactive steps to correct that trouble. Tier 1 Technicians coordinate with on-site technicians, carrier service providers, and other department personnel within Velocity, and then guarantee everyone involved is fully updated on status. Tier 1 Technicians ensure all jobs are handled quickly and accurately from start to finish.
Excellent customer service, communication and documentation skills are required.
Entry-level network troubleshooting and documentation. 5) Coordinate with on-site technicians who perform all hands-on work. Escalate to Tier 2 Technicians who handle all advanced troubleshooting and configuration work.
Maintenance and troubleshooting repairs:
1. Rapidly and accurately analyze problems with circuits to determine cause of the link down
2. Escalate tickets to Tier 2, tech dispatch, carriers, or other vendors to resolve down links in the most rapid manner possible
3. Provide accurate and timely notes of all procedures performed while attempting to reconnect the down circuit, updating VSelect frequently with these notes
Customer Installation:
1. Direct the onsite Tech to perform a very professional installation of our products and services at the customer locations
2. Ensure all networking configurations are tested and working according the intent and need of the customer before leaving site
3. Ensure that VSelect is configured to monitor the site correctly by filing out all of the information accurately
Qualifications, Experience and Education
1. One to two years of college or equivalent post high school education or experience
2. Excellent communication and documentation skills.
3. Working knowledge of basic networking technologies, terms, and tools such as but not limited to: OSI Model, Router, Switch, DSL, TCP/IP, Telnet, Broadband, WiFi, Ethernet, and Firewall.
4. Ability to multitask and work quickly yet accurately.
5. Works well as part of a team but also able to succeed completing individual tasks.
6. Able to closely follow defined processes and understand when to escalate to Tier 2.
Skills/Abilities
1. Ability to learn and understand Velocity’s custom VSelect online portal (including the Wiki)
2. The ability to work well as a team, but able to succeed when completing individual tasks
3. Must have strong written and verbal communication skills
4. Consistently demonstrate an unconditional polite, professional, patient, and courteous manner in dealing with callers, visitors and all employees
5. Ability to demonstrate initiative, independence and reliability to complete tasks
6. Ability to remain calm and professional in stressful situations
7. Excellent telephone etiquette
8. Possess excellent problem solving skills
9. Ability to be organized and detailed orientated
10. Self-motivated and able to multi-task
11. Excellent customer focus adaptability
EOE
contact Jill Keister asap: 419-254-2816
Interviews week of Sept 25th
Start date: Oct 2, 2017