Network Operations Center Technician

Pittsburgh, PA
Full Time
Entry Level
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 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.
  • Develop and maintain technical documentation for hardware and software configuration management and tracking.
  • Ability to multitask and handle a variety of tasks assigned by their supervisor.
  • Ability to work effectively on their own, within a team environment. 
  • Performs other related duties as assigned.
Required Skills and 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 ability to show initiative and sound judgment.
  • Solid organization sills, general technical proficiency, and customer service experience. 
  • Linux/Mac experience a plus
Education and Experience:
  • A bachelor's degree is preferred.
  • Certifications from a technical trade school are encouraged.
  • Candidates with prior experience in technical support roles are preferred.
 
 
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