What are the responsibilities and job description for the Surveillance operator position at Ampstek?
Job Title : NOC Surveillance operator
Job Location : Bethpage, NY (Day 1 onsite)
Job Type : Contract
Job Description :
Primary skills / experience · Network alarm monitoring
- DHCP, TCP / IP
- Cisco routers, switches NOC operation and ticket management
Secondary skills / experience · Remedy ticketing
- Cisco, Arris CMTS
- Cable modems
- Wi-Fi NOC operation and ticket management
- Perform basic network support including conducting daily administrative duties, supporting maintenances, perform monitoring of all network infrastructure.
- Generally, perform troubleshooting and initial triage of issues with the potential of impacting 20,000 or more subscribers at any given time.
- React quickly, efficiently and effectively to alarms received for supported infrastructure.
- Responsible for tracking call volume into Altice (primarily via the Remedy ticket tracking system). Must be able to monitor incoming tickets, with an eye for developing trends and identifying potential issues
- Document system problems, escalate and take appropriate actions according to departmental procedures. Must ensure issues are updated hourly, which includes adding notes to the Outage Board, updating Remedy tickets, contacting Command Center / ROC offices, and sending out notifications when necessary
- Ability to analyze raw data and reports to provide management with a coherent picture of call trends and outage trends.
- Handle all inter-departmental escalations for individual customer’s issues, performed via Remedy, e-mail and telephone communication.
- Ability to speak to our customers in professional manner to gather additional details of their issue during an outage situation and / or confirm resolution.
Also, guide customers through established troubleshooting procedures to identify and resolve their individual issue.
Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians and responsible business departments (BISC, Digital Services, OSP, ISP) during all outage conditions.
Identify problems with respect to Network Backbone, RF Plant and CMTS / Hardware, video infrastructure, provisioning, BISC Server and applications.
Coordinate with the applicable departments to ensure that all possibilities / issues are communicated. Perform necessary checks to validate resolutions.
Thanks, and Regards
Snehil Mishra
snehil@ ampstek.com
linkedin.com / in / snehil-mishra-1104b2154
Desk-6093602673Extension-125
www.ampstek.com
https : / / www.linkedin.com / company / ampstek / jobs /
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Last updated : 2024-05-08
