Global Network Operations NOC III

Position Description

This role is responsible for providing advanced technical support to maintain products and services, performs testing and coordination, use of CLR, vendor management, escalations, and other duties related to maintaining the network. Works independently under minimal supervision. Performs a wide spectrum of moderately difficult assignments requiring alternative analysis, innovation, and judgement. Assumes all routine tasks for major or multiple projects, and is periodically called upon to make un-reviewed decisions. Has a strong internal and external network. May act as a team leader and mentor others.

Responsibilities

• Suspends any network activity that places the network at risk.
• Performs advanced troubleshooting/diagnostics to identify problem areas for resolution.
• Runs tests, checks processes, and assists with repair coordination activities.
• Tracks trouble resolutions, provides ticket updates and other information to customers.
• Coordinates with technicians and dispatches field technicians to provide maintenance/repairs and service.
• Performs remote testing, coordinates off-net testing, and performs escalations.
• Interacts with customers; attends customer meetings, and maintains knowledge of customer needs.
• Gathers information and provides network data analysis.
• Provides technical consultation/coaching, and mentoring for technicians and staff.
• Participates in quality control, performance/process improvement measurement & tracking: assists in developing policies & procedures.
• Assists in identifying training needs.
• Provides front-line support on customers problem calls.
• May provide assistance with projects to ensure successful completion.
• May fill in for supervisor when not available to maintain workflow.

Qualifications

• High School Diploma plus 4+ years related technical experience.
• Attention to detail.
• Ability to multitask.
• Computer application skills.
• Ability to perform troubleshooting and diagnostics.

Base pay range: $19.27- $28.24/hour, commensurate with experience.