Tier One Technician (Data NOC) ENTRY LEVEL

Job Description

Cyberlocke is a fast-paced company with an open-door environment looking to add Data NOC Tier One Technicians to our team. This is an entry-level position in a 24/7/365 Network Operations Center. The primary job function is to work directly with customers, on-site technicians, carrier service providers, and Tier 2 Technicians to support and troubleshoot circuits, routers, modems, switches, WiFi, VOIP, telephony, firewalls and miscellaneous network attached devices.

Schedule

Must be able to work the following schedule listed below:

• Monday - Friday from 8am-5pm CST

This Job Might Be For You If You:

• Enjoy monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer networks then taking steps to correct that trouble.
• Coordinate with onsite technicians, carrier service providers, and other department personnel within Cyberlocke to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status.
• Ensure all tickets and jobs are handled quickly and accurately from start to finish.

Primary Duties and Responsibilities:

• Obsession with excellent client support!
• Thoroughly communicating and documenting all details regarding job status.
• Continuous monitoring for problems on customer networks.
• Entry level network troubleshooting and documentation.
• Coordinate with on-site technicians who perform all hands-on work. Escalate to Tier 2 Technicians who handle all advanced troubleshooting and configuration work.
• Support and follow instructions of Tier 2 Technicians working together as a tightly knit team.
• Look for ways the NOC can continuously improve.
• All other duties as assigned.

Qualifications, Experience and Education:

• High School diploma: associate's degree preferred
• Experience: One year of IT or customer support experience
• Skills: Excellent communication and documentation skills.
• Knowledge: basic working knowledge of basic networking technologies, terms, and tools such as but not limited to: OSI Model, Router, Switch, TCP/IP, Telnet, Broadband, WiFi, Ethernet, VOIP, and POTS.
• Ability: Ability to multitask and work quickly yet accurately.
• Teamwork: Works well as part of a team but also able to succeed completing individual tasks.
• Following Processes: Able to closely follow defined processes and understand when to escalate to Tier 2.