
Network Operations Center Technician
3 days ago
Collaboration Solutions Expert Job Description
">- This position involves working with customers to diagnose and resolve Unified Communications-related issues, providing expert advice and guidance to ensure seamless communication services.
- The ideal candidate will have extensive knowledge of Unified Communications platforms, including BroadWorks, WebEx, and Microsoft Teams.
- Responsibilities include monitoring Unified Communications platforms, responding promptly to alerts, alarms, and customer inquiries, and escalating complex issues to higher-level engineers or vendors when necessary.
Key Responsibilities:
- Monitor Unified Communications platforms (BroadWorks, WebEx, Teams) and respond promptly to alerts, alarms, and customer inquiries.
- Diagnose and resolve UC-related incidents, including call quality issues, platform disruptions, and feature malfunctions, using documented procedures and advanced troubleshooting techniques.
- Escalate complex issues to higher-level engineers or vendors when necessary and collaborate to ensure timely resolution.
- Perform routine checks on communication platforms to ensure optimal performance, uptime, and adherence to SLAs.
- Document troubleshooting steps, resolutions, and customer interactions in ServiceNow or other ticketing systems.
- Communicate proactively with customers, providing updates and guidance on resolving Unified Communications issues.
- Stay up to date on developments in UC technologies, emerging tools, and industry trends to drive continuous improvement.
- Support service upgrades, migrations, and maintenance activities to minimize service disruptions.
- Adhere to ITIL-based processes, including incident, problem, and change management protocols.
- Participate in rotating shifts, including weekends or non-standard hours, to provide 24/7 support coverage.
Requirements
- A college degree in Engineering, Information Technology, or a related field is preferred; equivalent experience may substitute for a degree.
- Preferred certifications: Cisco Certified Network Associate Collaboration (CCNA Collaboration), Microsoft Teams Administrator Associate, or other relevant UC certifications.
- Familiarity with troubleshooting VoIP protocols (SIP, RTP), call flows, and UC infrastructure issues.
- Experience with monitoring tools and ticketing systems, such as ServiceNow.
- Strong problem-solving skills and the ability to resolve technical issues effectively under pressure.
- Excellent communication skills with a customer-centric approach.
- Ability to collaborate within a team environment and follow established procedures.
- A passion for staying current with emerging Unified Communications technologies and pursuing advanced certifications.
- Minimum of 3 years of experience in a technical support role, preferably within a NOC or Unified Communications environment.
Familiarity with ITIL frameworks or ITIL v4 Foundation certification is preferred
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