Network Operations Control Center Technician I

Your Next Career Opportunity – Network Operations Control Center Technician I

The primary function of this position is to monitor, conduct incident management, and support multiple networks and facilities sub-systems in a 24X7 operations center. This position is also responsible for monitoring the SBA network and facilities assets, answering and managing calls from our customers, property owners, and field team members.

What You Will Do – Primary Responsibilities

• Support NOC phone and provide customer status updates as needed.
• Exercise tact and diplomacy when processing incoming and outgoing telephone calls from tenants, FAA, FCC, SBA team members and complaints from the general public.
• Monitor physical security systems and site access control.
• Monitor network switches, firewalls, and circuits providing internet access circuits to tenants.
• Monitor facilities sub-systems including, but not limited to HVAC, power, and access controls.
• Monitor tower lights using proprietary software programs and process incoming alarms. File, extend and cancel NOTAMS in compliance with FAA Specifications.
• Complete and update trouble-ticketing entries clearly and concisely exhibiting excellent written communication skills.
• Communicate clearly via email, trouble-ticket items and other required notices to RSM, Area Operations Director, or Facilities Director and other required parties in a timely manner.
• Must have the flexibility to relocate for up to a week to run the NOCC from a remote location during emergency situations.
• Read and respond to personal and NOCC email in a timely manner.
• Perform miscellaneous office clerical duties to maintain NOCC reports and files.
• Work cooperatively in a team environment by interfacing effectively with coworkers, supervisor and customers.
• Able to work overtime, daily and weekends, as required to ensure NOCC is manned 24 X 7.
• Other projects and duties as assigned.

What You'll Need – Qualifications & Requirements

• Bilingual in English/Spanish or English/Portuguese preferred
• H.S. Diploma/GED Associate degree preferred; and
  • and <1 year experience interacting with customers is a plus.
• Demonstrated knowledge and advanced proficiency working with Microsoft Office Suite software including Microsoft Word, Microsoft Excel, Microsoft PowerPoint and Microsoft Outlook.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stoop, bend, kneel or crouch.
• Ability to stand, walk and sit.
• Ability to reach with hands and arms
• Visual ability correctable to 20/20.
• Sitting up to 90% of the day.
• Ability to respond verbally in an understandable, professional manner in person and over the telephone.
• Manual dexterity to input data into the computer and the calculator and operate the equipment listed above.
• Ability to lift up to 20 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to function in a 24/7 operation and work a flexible schedule on weekdays, weekends and holidays
• Moderate noise level.