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NOC Engineer I
Job ID #: 7827 Location: TX - Tyler
Functional Area: Engineering Department: 4300 - Network Plant and Engineering
Position Type: Full-Time Regular Education Required: High School Diploma or GED
Experience Required: 1 - 3 Years Relocation Provided:



This individual will be responsible for the monitoring and first level support for system components of a geographically-dispersed network. They will interface with field systems technicians and care center support teams in a 24x7 support role to insure a quality delivery of service to our internal and external customers. Serves as an escalation point for critical issues, working with middle and upper tier engineers to resolve and troubleshoot incidents.

ILLUSTRATIVE ACCOUNTABILITIES
• Responsible for Root Cause Analysis on all customer-affecting outages and for implementing corrective action plans.
• Proactively monitor, analyze and review the network and execute problem avoidance practices in order to maintain a high level of reliability and availability.
• Monitor and troubleshoot network components including but not limited to cable modems, nodes, power supplies, tower alarms.
• Communicate with other departments to report and resolve software, hardware, and operations problems.
• Utilize various network tools for monitoring and testing the network and its devices.
• Perform initial problem analysis and triage escalating trouble tickets when appropriate.
• Serve as liaison with end users, managers and technical team to communicate the status of problem / resolution to users; log and track requests for additional assistance related to the network.
• Perform initial problem analysis and triage escalating trouble tickets when appropriate.
• Acts as the owner of the problem through resolution; assist in analyzing and taking actions to resolve the problem.
• Open and track trouble tickets to resolution, either resolving or escalating to appropriate level of support

ESSENTIAL JOB FUNCTIONS
• Ability to work during evening, night, weekends and holidays.



JOB QUALIFICATIONS
• High school diploma or equivalent
• Strong teamwork skills and a systems approach to technology support.
• Excellent communication, follow up and interpersonal skills.
• Ability to diagnose a networking failure that results in unavailable service to the customer and ability to take appropriate steps to correct them.
• Excellent follow up and time control skills.
• Strong customer service skills as well as a demonstrated attention to detail.
• Ability to work independently and able to use sound judgment when solving problems.
• Ability to mentor and assist others
• Skill in using a Windows-based computer
• Proficient using spreadsheets and word-processing
• Ability and willingness to learn new technologies and skills, as well as adapt to changing environments.


WORK EXPERIENCE
• Experience with Cisco routing, switching, telephony, and security products is a strong plus.
• Requires strong hands-on technical knowledge of network operations, products, and services.
• Prior customer care experience a plus.


Suddenlink Communications offers all employees and applicants for employment equal opportunity without regard to race, color, religion, national origin, ancestry, age, gender, pregnancy, physical or mental disability, veteran status, sexual orientation or other protected group status.

We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.

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