Quicken Loans NOC Technician in Detroit, Michigan

Rocket Fiber is a Detroit-based fiber-optic Internet provider that’s bringing rocket-speed gigabit Internet and HDTV to the city. Just how fast is that? Try 100 times faster than the average residential connection. HD video streaming, blazing-fast uploads and downloads, and lag-free gaming – the possibilities fiber brings are limitless! By using space-age fiber-optic cables laid under the streets of downtown Detroit, Rocket Fiber is opening a world of possibilities.

Rocket Fiber is doing more than just providing ultra-fast Internet to your home and business, we’re providing unparalleled client care, too. Your current provider might make you think waiting on hold for hours is normal, but Rocket Fiber wants to change that. Our crew is dedicated to bringing you the experience you deserve. After all, what good is gigabit Internet without a team to make sure your experience is amazing every time?

The Network Operations Center (NOC) Technician serves as the initial contact for client-reported incidents and reports to the NOC Manager. The NOC is a 24/7 environment. This team member communicates with both residential and business clients when they experience any service interruption and works closely with the NOC Technicians and NOC Engineers to ensure a timely resolution on more complex incidents. This team member works on the midnight shift, Monday through Thursday, 10:00 p.m. – 8:00 a.m.

Responsibilities

  • Monitor network systems

  • Answer client support calls, create tickets and learn to perform initial triage for incident resolution

  • Identify client impact, create incident tickets and learn proper troubleshooting techniques to determine the root cause of an incident

  • Develop the skills to resolve incidents by utilizing documented processes

  • Escalate and assign tickets to appropriate NOC Technicians or NOC Engineers if the issue cannot be resolved within defined guidelines

  • Learn to troubleshoot and resolve incidents on GPON deployments, wireless backhaul and LTE systems

  • Communicate directly with clients about updates

  • Send incident updates to defined internal teams in accordance with defined notification procedures

  • Ensure all tickets are updated during the shift and any resolved tickets are properly closed

Requirements

  • Motivation to learn the skills necessary to accomplish assigned tasks in a highly technical environment

  • Previous IT sector work experience

  • Basic network connectivity understanding

  • Solid understanding of how a computer works

  • Capability to multitask during busy periods

What’ll Make You Special

  • IT help desk experience

  • Basic networking experience

  • Excellent benefits package that includes a 401(k) match, medical/dental/vision, and much more

  • Opportunities to participate in professional and personal development programs, including personal empowerment coaching, leadership training and ongoing personal growth training

  • Other incentives, contests and rewards, including trips, event tickets, cash prizes and more

Why We're Different

We’re building an experience from the ground up for both our team members and our clients. Join us on the ground level of what will be an extraordinary journey and help us take Rocket Fiber to the moon!

Rocket Fiber is an equal opportunity employer.

Record Name: Rocket Fiber LLC

External Company Name: Quicken Loans Inc.

External Company URL: www.quickenloans.com

Street: 1505 Woodward Ave.