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Job Title: Network Operations Center Technician DQE Communications, headquartered in Pittsburgh, Pennsylvania, is a fiber-optic Internet and data network access provider for businesses and carriers in Pennsylvania, West Virginia, Maryland and Ohio. Established in 1997 as a division of the Duquesne Light Company, DQE started as a dark fiber infrastructure provider in the Pittsburgh metropolitan area, and since then has grown both its fiber footprint and product offerings to become one of the leading regional providers of secure, reliable, data network services. With its recent sale to GI Partners, a leading investor in the communications infrastructure sector, DQE has a renewed focus on growth, both in terms of increasing penetration within its current footprint and growing its network reach.
Must be local to the area. In-office work environment. This position is rotational in nature with alternating shifts. This position rotates between daytime and overnight. This position will work weekends and holidays. Shifts are subject to change with notification. Shifts are performed onsite.
Job Summary: DQE Network operations center (NOC) technicians have three primary responsibilities:
Tier 1 and Tier 2 support for all calls to DQE call center and support requests placed online.
Proactive network monitoring.
Manage trouble ticket queue.
NOC technicians provide tier 1 technical support for calls to the DQE call center and support requests submitted online. NOC technicians will be responsible for collecting all pertinent information for the trouble ticket and escalating to tier 2 support or an on-call engineer for assistance. Once a support ticket is opened the NOC technician will be responsible for providing customers with periodic updates and serve as the communications liaison between DQE engineers and customers.
Job Requirements:
Sound communications skills.
Strong Interpersonal skills.
Ability to multitask and handle a variety of tasks assigned by their supervisor.
Ability to work effectively on their own, within a team environment.
Develop and maintain technical documentation for hardware and software configuration management and tracking.
Required Skills/Abilities:
Reliable ability to independently analyze, communicate and resolve problems and work with little to no supervision.
Excellent verbal, written, interpersonal communication skills and the ability to interact with all levels of personnel required.
Expertise with basic computer hardware, PC desktop operating systems and applications.
Analytical, problem-solving skills and be able to show initiative and sound judgment.
Solid organization skills, general technical proficiency, and customer services experience.
Linux/Mac experience a plus
Education and Experience:
Bachelor's degree in technical field or equivalent technical training from accredited trade school required.
Candidates with prior experience in technical support roles are preferred.
Seniority level
Entry level
Employment type
Full-time
Job function
Sales, General Business, and Education
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
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