Position Summary
The NOC Engineer Level 1 position with INOC, an ITsavvy Company within INOC’s Dedicated Service Desk Team is the first point of incident diagnosis, prioritization, and initial investigation. The person in this position is required to work in a team environment, under limited supervision and reports to the NOC Shift Supervisor. Due to the nature of INOC’s 24×7 support business, the NOC Engineer 1 must be available and responsive at all times during the work shift.
Responsibilities
- Answer incoming calls in a pleasant helpful manner (Customer Service, Listening)
- Escalate issues to Senior Staff/Shift Lead/Shift Manager (Initiative)
- Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of the incident, and a brief description. (Written Communications)
- Update customers regarding the status of their inquiries or issues via telephone or email. (Customer Service)
- Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements, and provide incident hand off. (Process Adherence, Perseverance)
- Perform notification and escalation of the incident as documented in client-specific procedures in accordance with established guidelines and standards. (Quality of Work)
- Be the front line to INOC’s technical support staff members by coordinating and routing incidents, calls, and tickets. (Quality of Work)
- Respond to network events, client telephone calls, and e-mails (collectively referred to as “incidents”). (Customer Service)
- Monitor the alarm activity through the software monitoring system. (Problem Solving)
- Track incidents where applicable to verify that response times and availability requirements established in the SLA are met. (Initiative)
- Create and update tickets with 100% accuracy, following established procedures. (Quality of Work)
- Use proper spelling, grammar, and context when updating tickets or sending emails. (Written Communications)
- Execute projects given by Management. (Initiative, Information Sharing)
- Initiate Personal Training and Career Development. (Technical Learning, Self Knowledge, Quick Learner)
Knowledge Requirements
- Minimum of 2 years of customer service experience.
- Wireless (Cellular/DAS, Microwave, Wi-Fi)
- Optical (DWDM, CWDM, MAN)
Additional Preferred Knowledge Areas
- Telecommunication Technologies (Cable/DSL, T1, DS3, Fiber, etc)
- Routing and Switching
- Fiber Optics (CWDM/DWDM)
- Basic understanding of TCP/IP, subnetting and the OSI network model (Functional Computer Skills)
- Familiarity with server operating systems
- Familiarity with Linux
INOC Core Competencies
- Teamwork – Contributes to meeting team deadlines and responsibilities, listens to others and values opinions, helps the team to meet goals; welcomes newcomers and promotes a cooperative team atmosphere
- Customer Service and Relationships – Listens and responds effectively to customers’ questions, resolve customers’ problems to customers’ satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer’s satisfaction, measures customer satisfaction effectively; commits to exceeding customer expectations maintains good relationships with customer teams
- Rapid Delivery – The extent to which the coworker can deliver completed work, projects, or assignments at an accelerated pace to meeting company internal and client accelerated deadlines
- Quality of Work – Freedom from errors and mistakes; accuracy, quality of work in general
- Technical/ Process Competency – Demonstrates knowledge of solutions, techniques, skills, equipment, processes, procedures, and materials. Applies knowledge to Identify issues, internal and external problems, works to develop additional technical/ process knowledge and skills
- Technical/ Service Innovation – Able to challenge conventional practices, adapts established methods for new uses, pursues ongoing system improvement, creates novel solutions to problems, evaluates new technology as potential solutions to existing problems
- Reliability – The extent to which the coworker can be depended upon to complete work, projects, or assignments on time. The degree to which the coworker is reliable and persistent
Typical Time in position (12-24 months)
Career Path
- Engineer 1 -> Engineer 2 -> Engineer 3
- 2yr 3yr
- Engineer 3 -> AIM -> Management track
- Engineer 3 -> AIM-> Systems
- Engineer 3 -> AIM-> Service Transition Specialist
Promotion Requirements
- Become proficient in all applicable technology areas.
- Must be proficient enough to handle any customer call
- ITIL Certification
