IT - Technology Analyst | Network | Contact Center Speech Technologies

Sysmind - Bethpage, NY

Full-time

Bethpage, NY

Professional, Scientific, and Technical Services

About the position

The NOC Surveillance Operator (Network Support) is responsible for monitoring and supporting network infrastructure, ensuring efficient operation and quick response to alarms that may impact a large subscriber base. This role involves troubleshooting, ticket management, and collaboration with various technical teams to resolve network issues effectively.

Responsibilities

• Perform basic network support including daily administrative duties and monitoring of all network infrastructure.
• Conduct troubleshooting and initial triage of issues potentially impacting 20,000 or more subscribers.
• React quickly and effectively to alarms received for supported infrastructure.
• Track call volume into Altice via the Remedy ticket tracking system, monitoring incoming tickets for trends and potential issues.
• Document system problems, escalate issues, and ensure updates are made hourly in the Outage Board and Remedy tickets.
• Analyze raw data and reports to provide management with insights on call and outage trends.
• Handle inter-departmental escalations for customer issues through Remedy, email, and telephone communication.
• Communicate professionally with customers to gather details during outages and guide them through troubleshooting procedures.
• Collaborate with Contact Centers, NOC Level 3 Technical Team, and other departments during outage conditions to identify and resolve issues.

Requirements

• 5-8 years of experience in network support and monitoring.
• Proficiency in DHCP, TCP/IP, and network alarm monitoring.
• Experience with Cisco routers and switches.

Nice-to-haves

• Familiarity with Remedy ticketing system.
• Experience with Cisco, Arris CMTS, Cable modems, UCS, Wi-Fi, VOIP, and WAN technologies.

Benefits

• Equal Employment Opportunity employer with a commitment to diversity.
• Background check and reference checks required for job offers.