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Looking for NOCC Engineer in Jackson, MS.

 

What you will be doing as a NOCC Engineer:

Tier 2

  • Perform constant network and system monitoring
  • Provide leadership
  • Manage customer service requests submitted via emails and phone
  • Analyze alarms and trouble indicators to identify problem areas and escalate appropriately
  • Diagnose network alerts, events or issues
  • Record customer incident tickets and assign based upon impact and urgency and provide detailed documentation of every incident.
  • Interact with co-workers to coordinate and disseminate information to complete job assignments in order to attain company service objectives
  • Maintain adherence to attendance, work schedule, and prepared to begin work at scheduled start time
  • Be prepared to work in a 24X7X365 work environment that requires attendance night, weekend, and holidays
  • Assist in training Tier 1 technicians and resolving escalated issues
  • Perform other duties as assigned

Tier 3

  • Perform constant network and system monitoring
  • Manage customer service requests submitted via emails and phone
  • Analyze alarms and trouble indicators to identify problem areas and escalate appropriately
  • Diagnose network alerts, events or issues
  • Record customer incident tickets and assign based upon impact and urgency and provide detailed documentation of every incident.
  • Interact with co-workers to coordinate and disseminate information to complete job assignments in order to attain company service objectives
  • Maintain adherence to attendance, work schedule, and prepared to begin work at scheduled start time
  • Perform root cause analysis on issues as assigned
  • Be prepared to work in a 24X7X365 work environment that requires attendance night, weekend, and holidays
  • Assist in training Tier technicians and resolving escalated issues
  • Network SME
  • Act a Bridge Manager during major incidents
  • Perform other duties as assigned

 

What you bring to the table as a NOCC Engineer

Tier 2

  • Flexibility to support shift coverage including overnight, weekends, and holidays. Must maintain a professional image, attitude, and demeanor
  • Must be able to work under pressure, handle stress, follow directions precisely, tolerate changes in temperature, loud noises from alert system, and long hours looking at display screens
  • Strong customer service orientation
  • Must have demonstrated troubleshooting experience and discover solutions
  • Must be able to work in a team environment and promote a harmonious working relationship in the NOC, with other Departments, field personnel, and clients
  • Adhere to operational processes and procedures and that they are carried out with a high level of attention to detail, expediency, and on-time delivery
  • Previous experience in NOC, Call Center, or Field Service role supporting
  • Knowledge of various alarm indications and their definitions (LOS, LOF, ES-L,
  • Familiarity with common terms used in telecommunications (DS1, DS3, OC-48, VLAN, DWDM, LEC, CLEC, 4G and 5G, fiber optics, etc.)
  • Familiarity with common telecom protocols (layer 1, 2, 3, SONET, Ethernet, 10GbE)
  • Explain the difference between pro-active and re-active maintenance
  • 2 years’ experience working in a NOC or field service environment
  • 2-year degree, or technical training (technical school or military)

Preferred:

  • 2-year degree, or technical training (technical school or military)
  • Preferred 4 years NOC environment experience
  • Experience with ITIL
  • Experience with Major Incident support
  • Experience monitoring planned maintenance activities

Tier 3

  • Flexibility to support shift coverage including overnight, weekends, and holidays. Must maintain a professional image, attitude, and demeanor
  • Must be able to work under pressure, handle stress, follow directions precisely
  • Must have demonstrated troubleshooting experience and be a created problem solver
  • Must be able to work in a team environment and promote a harmonious working relationship in the NOC, with other Departments, field personnel, and clients
  • Adhere to operational processes and procedures and that they are carried out with a high level of attention to detail, expediency, and on-time delivery
  • Analyze alarms and identify root cause (i.e.LOS, LOF, ES-L, etc.)
  • Train Tier 1 and 2 technicians and assist in developing training materials
  • Define common terms used in telecommunications (DS1, DS3, OC-48, VLAN, DWDM, LEC, CLEC, 4G and 5G, VLAN, fiber optics, etc.)
  • Explain the use of common telecom protocols (layer 1, 2, 3, SONET, OSPF, BGP, VPLS)
  • Explain the difference between Incident Management and Change Management
  • 5 years’ experience working in a NOC environment
  • 2-year degree, or technical training (technical school or military)

Preferred:

  • 4-year technical degree
  • 7 years NOC environment experience
  • ITIL Certification
  • Experience with Major Incident support
  • Change Management Experience

 

What you didn’t know about us:

  • Competitive salary
  • Health, Dental and Vision Benefits
  • Long-Term growth potential
  • 401k
  • With this position, you will get the opportunity to work with a game changing client and further advance your already valuable experience in the telecom industry!

 

We are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!

 

We are Collaborators. You’ll be working with a wholly owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.

 

We give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page!

 

Sponsorship is not available for this position.

Kelly Telecom is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law. For more information click Equal Employment Opportunity is the law.

 

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