Network Operations Center (NOC) Attendant | DOMINICAN REPUBLIC
Job Description
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PURPOSE:
Provide first-level support to access requests and incident reports from PTI clients, using a ticketing system, assigning tasks to the appropriate departments, and following up on the fulfillment of requests and the resolution of incidents.
FUNCTIONS:
- Open, manage, follow up and close tickets related to access to PTI sites by clients and partners. Communicate with all relevant departments and/or owners to provide access, and maintain communication with interested parties, in accordance with the Access Communication Procedure and Policies, Type of Site Access and Escalation Matrix.
- Monitor and follow up on access requests and incident reports from sites that are subject to penalties to PTI in case of delays in resolution time in accordance with the parameters of the MSA.
- Maintain records and measurements of PTI's compliance for KPI’s.
- Open, manage and follow up on Fiber optic tickets, adjusting to established SLAs and respecting established processes.
- Maintain the database and documentation on types and access procedures of PTI sites.
- Open, manage, follow up and close tickets related to incidents reported by clients, which require corrective measures at PTI sites.
- Enforce Escalation Procedure (from PTI, Clients and Partners).
- Manage access platforms (e.g., NOKE, iLoq).
- Receive, document, track and communicate periodic reports from partners.
- Receive, document, track and communicate events reported by the partner platform (e.g., Caban NOC, NOKE, iLoq).
- Provide real-time support to clients under special conditions.
- Generate reports for shift changes (tickets opened during the Assistant's shift), to guarantee follow-up by the next shift staff and the supervisor.
- Generate periodic reports from the platforms which are relevant for business intelligence and data analysis by other departments.
These job functions are representative of tasks accomplished by incumbents. The list is not exhaustive; incumbents perform other related tasks.
WORKING CONDITIONS AND PHYSICAL DEMANDS:
Position works in a standard office environment. Standing, sitting, and walking required daily. Job will involve minimal travel.
QUALIFICATIONS:
- Technician or graduate student in engineering or related field is preferred.
- Excellent verbal and written communication skills.
- Call Center experience is a plus.
- Excellent client relationship development and management skills.
- Ability to multitask.
- Conflict and problem resolution.
- Experience with Microsoft Office 365.
- Experience in data analysis is a plus.
- Experience with ticketing systems is a plus.
- Experience with international operations is a plus.
- Previous experience with Fiber Optic is a plus.
It is the policy and practice of this Company to prohibit any form of discrimination or harassment based on race, color, religion, sex, gender identity, sexual orientation, transgender status, national origin, age, disability, military or veteran status, or status in any group protected by federal, state, or local law.