NOC Technician I

Blue Stream Fiber

Experience: 3+ yrs
Location: Remote, Florida, United States
Job type: Full-time

Required skills

HFC
FTTX
IP Core
CMTS
GPON
Network troubleshoot tools

About the role

The NOC Technician is responsible for the 24x7x365 real time monitoring and surveillance of the Blue Stream Fiber Network and the services that traverse it.

The position will monitor, document, and investigate incoming platforms, service alarms and escalations from business partners (e.g., Customer Care, Commercial Services, Field Services), create trouble tickets in accordance with existing guidelines, troubleshoot, and remotely restore challenges on various platforms.

The Technician will assume responsibility for reactive and proactive tasks outlined in core processes (Event Management, Incident Management, Change Management and Knowledge Management) and collaborate with other organizations within Blue Stream Fiber to facilitate various tasks.

Key Responsibilities

Must be able to work evenings and overnights.
Conduct proactive monitoring, remote diagnostics, and maintenance activities for network devices within areas of responsibility.
Notify and escalate issues internally and externally as required in support of network outages and restoration events.
Create tickets per guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management and other fault detection systems.
Provide second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies – HFC(CMTS), FTTX(GPON) IP Core.
Isolate and resolve subscriber voice, video, and data issues by correlating information from network equipment and monitoring systems.
Provide updates to customers, internal groups, and vendors as required in a timely manner.
Manage internal phone queues to assist with live troubleshooting in accordance with defined service level agreements.
Validate restoration and repair actions made to correct issues and clear alarms once approve.
Validate operational success of development and maintenance.
Close trouble tickets and provide feedback/updates to knowledge base (e.g., Methods of Procedure)
Provide feedback and recommendations for Operations Support Systems (OSS) tools improvements, process flows, event management and correlation.
Open cases with third party vendors and drive for resolutions within required SLA’s where applicable.
Comply with established Change Management and Incident Management processes.

Skills, Knowledge & Expertise

High School Diploma/GED or equivalent experience.
Minimum of 3 years as CATV Service Tech or related technical experience.
Two-year technical college degree or equivalent military technical training.
Two or more years of relevant work experience (Telco or MSO) preferred.
CCNA, A+, Network +, or other certifications are considered a plus.

Job Benefits

Medical, Dental and Vision
PTO & Holidays
401K + Match
Life Insurance
FSA & HSA
Short Term/Long Term Disability
Legal Plan Support & EAP

About Blue Stream Fiber

Blue Stream Fiber has been in business for 45 years, servicing Florida with amazing Internet, TV, and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed WIFI, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences. We take our role as trusted industry experts very seriously and are dedicated to providing communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience, from a local team that cares.

This page is fully interactive when JavaScript is enabled. Please enable JavaScript to apply or browse related roles.