Job Descriptions & Competencies. A Publication of the CA Service Provider Center of Excellence

Transcription

1 Job Descriptions & Competencies A Publication of the CA Service Provider Center of Excellence

2 job description sample #1: NOC technician Position: NOC Technician Job Description Monitors trouble printouts, system operation analysis of equipment trouble and improve equipment efficiency Identifies network faults and ensures appropriate action is taken to restore data Analyzes switching equipment alarms and trouble indicators to identify problem areas Initiates switch diagnostics to isolate specific troubles Tests and clears switch and network alarms Assists on-site personnel in preventative and corrective tasks Works with connecting company and local personnel and network troubles Maintains records of equipment failures and other abnormalities Interact with workforce to coordinate and disseminate information to complete assignments Performs modifications to switch sub-system configuration to correct service deficiencies. Operates computer terminals and controls maintenance of switching systems through the N.O.C. facility Required Experience High School diploma or GED required. At least six months experience in a NOC environment is preferred. Candidate must have good computer and software application skills. Must be proficient in alarm recognition and outage diagnosis. Salary As of June 2010, the average salary for a NOC technician was $52,000* *Simply Hired

3 competency model sample #1: NOC technician Position: NOC Technician Functional/Technical Skills Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Problem Solving Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious. Process Management Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can t; gets more out of fewer resources. Organizing Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner. Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Time Management Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Composure Is cool under pressure; does not become defensive or irritated when times are tough; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn t show frustration Technical Learning Picks up on technical things quickly, can learn new skills and knowledge

4 job description sample #2: help desk analyst Position: Help Desk Analyst Job Description Provide first line response for users requiring assistance with IT issues and problems Respond to requests for assistance by phone, and/or using a help desk management system Logs all customer problems and tracks the calls through to resolution Ensures timely escalation of customer problems by assigning an appropriate priority and resolution Documents Help Desk processes, procedures and resolution information Responsible for prompt, accurate status and feedback on problems to customers and management Provides day to day end user support. Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions Knowledge of the ITIL methodology, change management processes and risk management processes Follow procedures for software and hardware inventory and license tracking Analyze existing hardware and software processes, identify potential improvements Standardize and document all new processes and procedures Provide a single view to the organization for information technology related problems Required Experience High School Diploma \ GED Required AA Preferred. 2+ years of experience IT or Call Center /Customer Service or combination using trouble ticketing system preferred. Able to apply functional knowledge in utilizing MS Office Suite, Windows, Apple computers or other technical tools to complete assignments Salary As of March 2012, the average salary for a NOC technician was $48,000* *Indeed

5 competency model sample #2: help desk analyst Position: Help Desk Analyst Verbal & Written Communications Is able to communicate clearly and succinctly in a variety of settings and styles; can get messages across that have the desired effect. Listening Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Process Management Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can t; gets more out of fewer resources. Conflict Management Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably, can find common ground and get cooperation with minimum noise. Organizing Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner Timely Decision Making Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.