Employment Status: Full Time
DEPARTMENT: Network Operations Center (NOC)
FSLA status: Non-Exempt
SHIFT: 1st, 2nd and as needed
REPORTS TO: Manager or Director
This is a working supervisor position and is a Subject Matter Expert [SME] in multiple areas of Data, Voice, SIP, Fraud mitigation, IT and related systems. They are responsible for providing technical approaches/techniques to solving customer/network issues to junior skilled NOC technicians and have direct integration with the Engineering team on complex troubleshooting initiatives. Assesses existing tickets, prioritize, and takes initiative in resolution including customer interaction. They are responsible for scheduling and authorizing Payroll and PTO.
The NOC Supervisor assesses the daily processing of trouble tickets, troubleshooting and inbound call reporting issues. This position provides work flow management to the support Network Operations Center [NOC] operations. The NOC Supervisor functions as the second/third level for repair escalations, identifies gaps in process/systems and recommends/supports NOC tech training, creates reference materials and tools for the NOC. Responsible for using tools and applications to monitor, track and resolve customer complaint. This role has significant responsibilities to identify, document and implement improvement initiatives involving processes and systems. Serves as a liaison to departments involved in researching and resolving customer repair and fraud issues using internal and external vendors/resources. This role must utilize their advanced technical knowledge and abilities in troubleshooting, quick resolutions and systems knowledge to expedite customer and network issues.