NOC Technician

At DOCOMO PACIFIC, we believe in connection—bringing people, innovation, and opportunity together to shape a brighter future for our island communities. Rooted in the values of excellence, respect, trust, and teamwork, we are powered by the spirit of Ina’fa’maolek—working together for the greater good. 

Provide communications and support for Technology teams and business units and problem-solving between all departments across the company. NOC Technicians are cross trained to provide support in all divisions of the NOC.

This position requires the highest level of attention to detail. Will provide support via telephone and other communication platforms to internal and external customers. Must be able to make quick decisions and escalate internally as well as to vendor support, as necessary. Must be well versed in DOCOMO PACIFIC’s subscriber and business cable and mobile infrastructure and cable and mobile services as well as performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handles end-to-end responsibility for corrective maintenance of Network problems ensuring trouble tickets are actively managed until resolution as prescribed in SLA.
• Responsibilities may require extensive training and experience, or a combination of experience and education in a related field.
• Responsible for undertaking and ensuring the necessary actions are taken to maintain network services to the customers both internal and external. 
• Responsible for monitoring the integrity of the Network (24x7 – 365) via existing surveillance tools including but not limited to RAN EMS, Transmission EM, IP Core, IT/CBS/VAS/IN, Servers, Power and other various transmission technologies to include RF, satellite, digital and analog and other. 
• Responsible for managing, responding, troubleshooting, and escalating tickets on the different NOC portals. Responsible for Ticket handling (creating, tagging, assigning, and closing) internal/external. 
• Responsible for coordination and management of Customer Care complaints until resolved. 
• Responsible for first-level isolation and troubleshooting of alarms and escalation. 
• Monitors Video, Data, Internet, Mobile, and communications network to ensure that the network is available to all system users and customers and resolves communications problems. 
• Responsible for creation and monitoring Planned Work Order (PWO) activities based on applied/requested Change Request Form (CRF).
• Ensure that the Change Management process is followed and adhered to within timeframes
• Ensure proper broadcast notification of PWO including Planned/Unplanned outages through email, Teams, chatgroups, and SMS. 
• Verifying the Post post-implementation review, closure of implemented change, and monitoring. 
• Check the network frequently to be sure it is operating correctly. Conducts routine quality checks for Video, Internet, Mobile, Phone, and the network to prevent and troubleshoot potential issues and monitor the health of the network. 
•  Assists Customer Care and Field Operations with tickets and calls regarding issues.
• Attaches diagnostic equipment to learn if communications equipment and line meets specification. 
• Reads technical reference manuals for hardware and software to learn the cause of the problem. 
• Responsible for dispatching Field OPs for any outages, alarms, or site facility issues.  Calls service technician for cable, internet, mobile and phone service when problem cannot be resolved within NOC. This is to include processing work orders, managing schedules, communicating with Customer Care and Field OPs via email and chatgroups, providing updates on calendar availability, inventory data to the Warehouse, and other dispatch duties as assigned. 
• Responsible for coordination and management of Customer Care complaints and Incidents until resolved. Including escalation, participation in War Room, and request for Reason for Outage (RFO) from SME. 
• Thoroughly record actions taken and significant events in a daily log. 
• Provide regular and per-incident reports, shift handover reports, and other pertinent reports required. 
• Monitor the Critical Success Factors (CSF) and the Key Performance Indicators (KPI), ensuring that performance targets are met. 
• Produce reports about the process of Key Performance Indicators (KPI).
• Updates documentation to record new equipment installed, new sites, and changes to computer configurations. 
• When required will inspect communications wires, cables, and equipment.  
• When required will train staff, users, and customers on how to use and troubleshoot equipment and services.
• Responsible for oversight of Managed Services and to provide integrity checks to all processes and monitoring aspects.  
• Ensure that the Incident Management and Change Management processes are followed and adhered to within timeframes. 
• Other duties as assigned.

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE               

• Associate degree in Electronics and Communications or Computer Science or Military technical training with equivalent experience

OR 

• At least 4-5 years’ experience in the Telecom industry or any service provider networks. 
• Technology or Business Support Systems experience a plus

TECHNICAL KNOW-HOW:

• Sound knowledge of telecommunication principles
• Good knowledge of network operations processes
• Familiar with desktop applications
• Have experience working side-by-side with Customer Support Teams
• Basic knowledge of mobile and fixed technologies (e.g., OSI model, switching, wireless, internet routing, video quality analyzer, backend video controllers and NMS platforms.
• Have basic to intermediate-level knowledge on EMS, NMS, and OSS platforms. 
• Experience and/or knowledge in scripting/programming 
• Experience and/or knowledge with Linux and Cisco devices

LENGTH and COMPETENCIES (e.g., flexibility, teamwork, and cooperation):

• Familiar and understanding all telecommunication network elements.
• Must be flexible and responsive to changing work patterns and demands. 
• Team oriented, working well with others, open, flexible, and adaptable. 

COMMUNICATION SKILLS:

• Excellent written and presentation skills.
• Strong communication skills with people at all levels with multi-tasking capability
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
• Ability to write routine reports and correspondence.

MENTORING, TRAINING AND EMPLOYEE DEVELOPMENT

• Attend and maintain all required product knowledge and system training.
• Set and achieve goals during each review period.  
• Exhibit responsibility in attendance and promptness.

COMPUTER SKILLS

• Work with various computer and server operating systems including Windows and various implementations of UNIX.
• Monitors equipment and graphical user interface to detect error messages that signal malfunction in communications software or hardware. 
• Enters diagnostic commands into computers and communications equipment to determine the nature of the problem and reads codes on the screen to diagnose the problem. 
• Enters operating commands into computers and communications equipment to restart programs and/or services.
• Attaches diagnostic equipment to learn if communications equipment and line meets specification.

WORK SCHEDULE: 

This is a standard full-time role and requires individuals to work a flexible schedule based on department and company needs. 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk, hear, stand, walk, and sit. The employee is occasionally required to crouch, kneel, balance, bend/stoop, climb, push/pull objects and drive. The employee must occasionally lift and/or move up to 25 or more pounds. Specific vision abilities required by this job include close vision, color vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must have a valid driver’s license to support all scenarios within the Network Administration Department.

At DOCOMO PACIFIC, we celebrate what makes each of us unique. We’re proud to be an Equal Opportunity Employer—committed to creating a workplace where everyone feels valued, respected, and empowered to thrive. We welcome applicants of all races, colors, religions, genders, gender identities, sexual orientations, ages, national origins, disabilities, veteran statuses, and all other legally protected characteristics. Whoever you are, wherever you're from, we’re glad you’re considering joining our team.