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.
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
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.