NOCC Technician I, II, III

Please note: This position may be filled as a Nocc Technician, Level I, II or III depending on experience.

At C Spire, we are customer inspired.   Every C Spire team member is charged with delivering a world class experience to every customer.   Every C Spire team member is charged with living the brand.  The NOCC is responsible for continuous maintenance and surveillance of the C Spire fiber, wireless, IP, and broadband telecommunications networks.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

ESSENTIAL FUNCTIONS:

• Monitor and resolve issues related to Lucent & Nortel CDMA switches, Alcatel Lucent, Fujitsu, Calix, OCCAM, BTI, Cisco and other telecommunication hardware types.
• Maintain, test, and resolve issues with OCn, Gigabit Ethernet, DS3, T1, and DWDM facilities over both legacy and the latest IP network infrastructures; coordinating diagnostic and corrective activities with vendors, the Technical Infrastructure Group, Field Services, Engineering, I.T., System and Internet Ops groups.
• Enhance customer service by resolving issues reported by Customer Care, Roaming, network technician, engineers, the FTTH call center, and other areas within the company.
• Perform additional duties as assigned.
• Actively engaged as an employee advocate and fully committed to supporting our strategic vision to be and become known as the BEST in our industry(s) through:
• • Integrity
  • Putting our customer at the center of everything we do
  • A relentless passion to be the best
  • Being competitive, bold, innovative and adding value
  • An ownership mentality, behavior and accountability
  • An unyielding commitment to quality
  • Respect for our internal and external customers
  • Continuous improvement
  • Being resourceful, productive and efficient
  • Maximum dedication and effort with high energy, enthusiasm and urgency.

Level II Responsibilities include:

Functions 1-5

• Assist Tier one technicians with customer troubles and internal network related issues.
• Investigate outage logs and help determine root cause for service interruptions.
• Help prepare outage reports for NOCC Supervisor and/or NOCC Manager.

Level III Responsibilities include:

Functions 1-5

• Serve as Tier II support of network operations teams involving complex level customer outages as well as internal network outages.
• Make essential network related decision such as dispatching field technicians after hours and/or initiating network related emergency maintenance.

EDUCATION/EXPERIENCE REQUIRED:

Level I:

• Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.  
• Some work experience in a Network Operations Control Center or as a technician installing testing and maintaining systems in the telephony and/or wireless industry preferred. 
• A good working knowledge of the telecommunications field and CDMA/LTE equipment preferred.  
• Must possess a high degree of interpersonal skills. Must have excellent communication, reading, spelling and typing skills. 

Level II:

• Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
• Must have at least two years of relevant experience in a Network Operations Control Center and have a demonstrated history of the ability to handle the Level II responsibilities.

Level III: 

• Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
• Must have at least four years of relevant experience in a Network Operations Control Center and have a demonstrated  history of the ability to handle the Level III responsibilities.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
Must be able to sit for long periods, and use a computer keyboard and/or mouse while viewing a computer screen. Must be willing to work rotating shifts of evenings, nights, weekends, and holidays to accommodate a 24/7/365 schedule of coverage shared by coworkers.  Occasional overnight travel to attend training sessions is required.

Note: This is a brief description of the NOCC Technician responsibilities and is not limited to those described herein.  Management retains the right to add, delete or modify any of these responsibilities at any time during employment.   Rev.01.2015