NOC Associate Tech RigNet
Reports To: NOC Supervisor
Location: NOC Fannin Office Houston, TX
Purpose of Job:
This purpose of the Associate Tech is to provide our customers with a primary contact point, as well as basic troubleshooting to resolve the customer?s issues quickly, providing the best possible Customer Support.
Essential Job Functions and Performance Standards:
Processes & Procedures
Field incoming requests from end users via both telephone and email in a courteous and professional manner.
Use the ticketing and tracking system for creating records pertaining to customer reports of incidents and service requests; including the gathering of pertinent technical information required for advanced troubleshooting, and resolution.
Transfer or escalate incidents (when required) to the appropriate support level.
Review document history to assist internal management and external customers with inquires.
Follow documented procedures to achieve incident resolution for many repetitive types of support requests.
Identification of Incidents using tools, such as the network NMS for the monitoring of customer's networks.
Employ diagnostic utilities to aid in troubleshooting of end user problems.
Provide customer with Confirmation of resolved incidents and services.
Perform follow-ups and quality checks with customers to verify resolved incidents and help requests.
Perform customer and / or internal management notifications as necessary.
Create correspondence, reports, and other documents when necessary for customer support.
Verifying customer and site contact information for primary and alternate communications systems are correct.
Ensure escalation and notification procedures and processes are followed via RigNet standards when appropriate procedures indicate system operation outside operational parameters defined.
Exercise judgment within specifically defined practices to achieve timely execution while maintaining customer satisfaction
Ensure documentation of work and processes performed in the trouble ticket and as required by RigNet and customers.
Perform basic first level troubleshooting i.e. cross pol?s compression tests, assisting customers to reboot PC?s, locate MAC addresses and wireless network, etc.
Assist with Proactive monitoring of all NMS systems for new unreported outages
Maintain updates of assigned trouble tickets on active problems
Participate in development training for communications systems diagnostics and troubleshooting for NOC staff.
Support NOC operations as needed to meet overall department objectives
Other duties as determined by management
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.
Minimum; a High School Diploma required. The completion of some College Course work, Vocational training from an accredited school or college; with one to four years related experience and/or training in the field of computers, telecommunications or equivalent combination of education and experience.
Preferred; Associates Degree and 1+ years experience in an support environment
Ability to read and interpret technical manuals and statements of work is required.
Ability to respond to common inquiries or complaints from customers.
Strong record keeping and documentation skills required.
At least 2 years? experience in a Technical position supporting a large customer base.
Must have worked in a customer service and/or tech support environment.
Basic understanding of Computer programs; Microsoft Word, Excel, Outlook
Ability to manage both inbound and outbound phone calls.
Strong people skills
Ability to prioritize and manage multiple tasks
Knowledge and experience in the use of a Ticketing systems preferred
Basic communication technology knowledge
Basic Computer/Networking knowledge
Health, Safety and Quality:
RigNet expects all its employees to follow procedures and take an interest in continuously improving the quality of each individual job and the overall service provided by RigNet through the quality program, Process Assurance for Competitive Excellence (PACE).
As a minimum the employee must:
Take precaution in order to prevent harm to themselves
Consider the potential for harm to others or the environment that may be caused by their acts or omissions
Work in accordance with information and training provided
Refrain from intentionally misusing or recklessly interfering with anything that has been provided for Health, Safety and Environmental reasons
Report any hazardous defects in equipment and workplace, or shortcomings in the existing controls, to a responsible person without delay
Not undertake any task for which authorization and / or training has not been given
Follow relevant quality procedures
Working conditions are normal for an office environment. Work may require occasional overnight travel and weekend and/or evening work.
Squat or Kneel
This position requires a moderate amount of stamina with the ability to perform the above essential job functions and within timetables. Some overtime work may be required.
The employee must be able to lift up to 5 lbs. frequently and up to 15 lbs. occasionally for short durations.
The employee must be able to carry up to 5 lbs. frequently and up to 15 lbs. occasionally for short distances.
The employee must be able to push/pull up to 5 lbs. frequently and up to 15 lbs. occasionally usually from desk level to floor or floor to desk level.
Other Physical Requirements:
Upper extremity usage, motor coordination, range of motion, vision, hearing and balance should be in a range to safely preclude the harm or injury to the employee in this position or the harm or injury to other employees.
The employee will in most cases work in a central air-conditioned building; however, may be exposed to dust, fumes or gases and to changes of weather when exposed to outdoors at job sites or other locations.
Professional and ethical behavior
Must manage time efficiently and effectively
Ability to work overtime when needed.
Full-time Sunday ? Saturday Days - Nights
The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor and/or manager.
The above statements are intended to describe the essential functions and related requirements of persons assigned to this job. They are not intended as exhaustive list of all job duties, responsibilities and requirements.
||1880 South Dairy Ashford |
Houston, TX 77077