NOC Technician

NewCom International provides satellite and internet access services to ISPs, Corporations, PTTs and service providers in US, Caribbean, Latin America, Africa and Middle east. We have offices in Washington and Miami, our operations are based on our Miami teleport. We are looking for another NOC technician with experience on satellite and internet access services, we offer a very flexible and friendly environment with continuous training opportunities in new technologies, and we offer a health program and standard benefits. Responsibilities are:

 To receive calls from NewCom customers reporting issues with active services. To respond to such calls as well as reports generated from Monitoring platform within 15 minutes after trouble is reported. To escalate to 2nd level support if issue is not resolved under own resources in less than an hour after problem was reported (either by customer or by platform). To work with customer and report progress on trouble shooting procedures with customer every half an hour until issue is resolved. To have a report on trouble shooting procedures and issue resolution on NewCom intranet. To maintain information on customer services updated, if changes are made as a result of trouble shooting procedures and make sure diagrams and intranet information is accurate. To maintain organized NOC and equipment room. To maintain tools and testing equipment properly stored as well as documentation. To maintain labels and identifiers on equipment and cables updated. To be responsible one every four weeks for 24X7 NewCom Trouble Reporting number. To follow up trouble shooting procedures established by Operations Manager during such time.