SOC Technician I

Logix Fiber Networks
3.3 out of 5
Houston, TX
Full-time

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Skills

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Job details

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Job type

  • Full-time

Location

Houston, TX

Benefits
Pulled from the full job description

  • 401(k)
  • Dental insurance
  • Health insurance

Full job description

Job Summary:

The SOC Technician I is responsible for providing accurate information to both internal and external customers on all inbound and outbound calls, efficiently working trouble tickets, utilizing trouble shooting, isolation and resolution skills, test equipment and all surveillance tools to provide expeditious resolutions.

Competencies:

  • Responsible for understanding and adhering to company policies and living the Logix values
  • Deliver timely results, ensure output is accurate and of high quality, focus on reliability
  • Build domain knowledge and awareness of industry best practices
  • Aware of larger strategy; complete tactical actions to support strategy and can contribute to discussions
  • Competent in own role; aware of adjacent roles
  • Understand position in Logix's value chain and impact on other roles
  • Understand my role and how I impact our customers' experience
  • Communicate clearly and ask questions for clarification
  • Escalate risks to leadership
  • Collaborates openly and effectively with team members and across the organization

Supervisory Responsibilities:

  • None

Logix Culture:

Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.

Duties/Responsibilities:

  • Provides first-level technical support to customers via phone, email, and LOGIX Customer Portal
  • Troubleshoots internet connectivity issues, including but not limited to router/switch configuration, network settings, and hardware/software problems.
  • Diagnoses and resolves network outages, latency issues, and other performance-related problems.
  • Assists customers set up their internet connections.
  • Escalates complex technical issues to the appropriate teams and follows up until resolution.
  • Documents all customer interactions, technical issues, and resolutions accurately in the LOGIX360 ticketing system.
  • Works closely with the Network Operations team to monitor network performance and proactively identifies potential issues.
  • Provides timely updates to customers regarding the status of their inquiries and resolution progress.
  • Assists in the development of support documentation, knowledge base articles, and troubleshooting guides.
  • Stays updated with the latest industry trends, technologies, and best practices related to ISP support.

Required Skills/Abilities:

Technical Knowledge and Skills:

  • Working Knowledge of Carrier Ethernet and SD-WAN services.
  • Working knowledge of Mikrotik, Ciena, Adtran, Brocade, ALU/Nokia, and Cisco routers.
  • Familiarity with routing protocols such as OSPF, ISIS, and BGP.
  • Working knowledge of NAT (Network Address Translation) and DHCP (Dynamic Host Configuration Protocol).
  • Working knowledge of Local Area Network (LAN) and Wide Area Networks (WAN).
  • Proficiency in IPv4 and IPv6 subnetting.
  • Familiarity with MPLS, VPLS, L2/L3.

Communication and Collaboration Skills:

  • Interacting effectively with other departments in a high-volume/fast-paced environment.
  • Demonstrating teamwork by cooperating and assisting co-workers.
  • Maintaining confidentiality of customer and company information.
  • Providing a quality customer experience during interactions with every order worked.
  • Demonstrating promptness and being dependable.
  • Maintaining professional and effective oral and written communication skills.

Organizational and Analytical Skills:

  • Ability to perform the job at a high level with minimal supervision.
  • Being detail-oriented, organized, and able to multi-task while using critical thinking skills to solve ordering problems efficiently.
  • Demonstrating creative and organizational skills to work through projects and produce accurate results.

Education and Experience:

  • College degree or 2 years’ experience in Networking or Telecommunications.
  • CCENT, CCNA, CompTIA, Network+ Certifications preferred but not required.

Physical Requirements:

  • While performing the duties of this job, the employee is regularly required to communicate by typing, reading, talking, and listening effectively. The employee will be required to work for extended periods of time at a desk on a computer and must be able to maneuver through office spaces as needed. Accommodation will be provided as necessary to ensure all employees can fulfill their job responsibilities effectively.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance

Experience level:

  • 1 year
  • 2 years

Application Question(s):

  • Do you have working knowledge with Carrier Ethernet and SD-WAN services?
  • Do you have working knowledge with routing protocols such as OSPF, ISIS, and BGP?
  • How many years of experience do you have in Networking or Telecommunications?

Ability to Relocate:

  • Houston, TX: Relocate before starting work (Required)

Work Location: In person

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