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Sr. NOC Technician

Sr. NOC Technician

Company 
Rocket Fiber LLC
Location 
US-MI-Detroit

Opportunity Details

Who We Are

Rocket Fiber is a Detroit-based fiber-optic Internet provider that’s bringing rocket-speed gigabit Internet and HDTV to the city. Just how fast is that? Try 100 times faster than the average residential connection. HD video streaming, blazing-fast uploads and downloads, and lag-free gaming – the possibilities fiber brings are limitless! By using space-age fiber-optic cables laid under the streets of downtown Detroit, Rocket Fiber is opening a world of possibilities.

 

Rocket Fiber is doing more than just providing ultra-fast Internet to your home and business, we’re providing unparalleled client care, too. Your current provider might make you think waiting on hold for hours is normal, but Rocket Fiber wants to change that. Our crew is dedicated to bringing you the experience you deserve. After all, what good is gigabit Internet without a team to make sure your experience is amazing every time?

What You'll Do/Need

The Senior Network Operations Center (NOC) Technician serves as the initial contact for client-reported incidents and reports to the NOC Manager. This team member will work to resolve incidents quickly and in a professional manner. As the NOC is a 24/7 environment, this team member will staff the NOC during the midnight shift.

 

Responsibilities

  • Monitor all network systems and answer calls from clients
  • Serve as the point of escalation to assist NOC Technicians in resolving network incidents
  • Identify customer impact, create incident tickets and troubleshoot
  • Resolve incidents by utilizing documented processes and procedures
  • Communicate directly with residential and business clients to provide updates as necessary
  • Send incident updates to defined internal teams in accordance with defined notification procedures
  • Perform shift changes in accordance with operations guidelines

Requirements

  • Two years of NOC experience or similar network support field
  • Basic understanding of network routing and switching principles
  • Excellent communication skills
  • Ability to multitask during busy periods

What’ll Make You Special

  • Experience working the midnight shift
  • Experience installing fiber jumpers
  • Cisco or Juniper networking experience
  • Experience with SolarWinds NPM or Cherwell ITSM
  • ITIL v3 experience

What You'll Get

  • Excellent benefits package that includes a 401(k) match, medical/dental/vision, and much more
  • Opportunities to participate in professional and personal development programs, including personal empowerment coaching, leadership training and ongoing personal growth training
  • Other incentives, contests and rewards, including trips, event tickets, cash prizes and more

Why We're Different

 

We’re building an experience from the ground up for both our team members and our clients. Join us on the ground level of what will be an extraordinary journey and help us take Rocket Fiber to the moon!

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