TOC Tech 1

We Push the Boundaries of Possibilities for our Communities.

Overview of the Position Responsibilities:

The TOC Triage Operations Center Technician is responsible for monitoring analyzing and triaging network events trouble calls and escalations to ensure timely resolution and optimal customer experience.

Acting as a central link between frontline agents technical operations engineering and the Network Operations Center (NOC) this role proactively identifies validates and escalates issues while reducing unnecessary truck rolls and improving operational efficiency.

The Technician leverages real-time and historical data trendanalysis and collaborative communication to resolve incidents quickly and prevent repeat service issues.

If this sounds exciting please read on.

Be part of our innovation- building and delivering a fiber-rich internet connection to peoples doorsteps.

What You Will Do:

Intercept and Cancelable Call Review

• Intercept items that can be cancelled and provide feedback to applicable teams for coaching. Tech will have visibility into all trouble calls scheduled for future dates and unscheduled status.
• Review every trouble call and Save by engaging customer or tools as required.
• Track progress of trouble calls Saved to ensure there is not a repeat call from cancelled Trouble Call.

Monitoring and Analysis

• Continuously monitor dashboards and real-time reporting tools to detect spikes in call volume repeat service issues or emerging trends.
• Analyze call volume call dispositions trouble calls customer actions and network events to identify Events of Interest.
• Identify patterns based on geography service type (e.g. IPTV Voice Data) or symptom type.
• Compare real time information to historical hourly daily weekly and monthly trends as well as planned and unplanned events.

Incident Vetting and Validation

• Gather account IDs incident timestamps troubleshooting steps and detailed notes from frontline agents.
• Validate submitted examples to ensure consistency of symptoms and eliminate isolated or resolved issues.
• Confirm complete incident data is provided for escalation.

Escalation Management

• Compile validated incidents into structured escalations (TVT or master ticket) including impact summaries screenshots/logs and prior troubleshooting steps.
• Submit to the NOC using standardized escalation formats ensuring details are clear and actionable.
• Ensure escalated incidents are tracked from initiation through resolution and closure.

Proactive Network Surveillance

• Perform proactive health checks as part of normal surveillance.
• Identify and act on opportunities to automate alerts ticketing and reporting.
• Identify service visits that can be corrected without a truck roll.

Communication and Coordination

• Track and collaborate with internal partners peers and leadership on daily calls sharing feedback and recommendations.
• Provide ongoing updates to leadership and frontline teams as issue statuses evolve.
• Supply additional validated examples to NOC or engineering teams as requested.
• Manage track and communicate known issues ensuring they are understood and processes are followed.

Operational Excellence

• Support reduction of operational oversight by identifying improvement areas.
• Partner with stakeholders to map business needs and create innovative processes for implementation.
• Support the development and implementation of policies procedures and documentation related to operations and administration.
• Ensure accurate timely and complete documentation guidelines and manuals.
• Identify and resolve process gaps in documentation and internal knowledge bases.
• Perform other duties as requested or assigned.

What You Will Need:

• HS or GED required. Associates degree or equivalent from two-year college or technical school; at least 6 months in a NOC environment preferred; or equivalent combination of education and experience.
• Previous knowledge of RF signals and HFC networks is a plus.
• Basic understanding of TCP/IP and other Internet protocols as well as experience with tools such as Ping Trace Route NS Lookup. Exposure to SolarWinds or other network monitoring platforms is preferred.
• MS Office internet software e-mail communication
• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Frequently required to sit stand bend reach push pull and walk.
• Required to use hands handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Required to lift up to 10lbs at a given time.

Why Work at Bluepeak

• Competitive Compensation Annual Bonus Eligibility
• Comprehensive Benefits Package Including Medical Dental Vision Life and 401(k)
• Generous Vacation and Paid Sick Time Paid Holidays and Personal Days
• Professional Development with an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services Including Internet
• Progressive and inclusive work culture in which our team has the flexibility support and resources to be successful in their careers!
  

About Us

We believe that the size of the city shouldnt determine the quality of the why we are building for you: Faster more reliable and without the things that get in the way of great servicelike red tape hidden fees and slow response times. And with up to 5gigabitsof speed for residential customers and 10 gigabits for businesses we are whole new ballgame- from internet to TV to connecting every device in your home to powering your business were not only providing the best fiber connections in your community but were also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.