Pay Range 21 Breakdown
|Hourly (40 hrs.)||$25.2718||$37.9077|
|Hourly (42 hrs.)||$24.0684||$36.1026|
|Hourly (56 hrs.)||$18.0513||$27.0770|
Range: $52,565.40 - $78,848.08 (21)
Position Number: 11199
JOB TITLE: NOC SUPERVISOR
JOB SUMMARY: This position performs technical support and supervisory duties in support of Broadband operations.
Supervises NOC Operations
Develops processes and procedures for NOC in support of Broadband Operations
Trains and Supervises Technical Service Representatives
Serves as Technical Support escalation contact for Broadband troubles
Provisions telephone, internet and video services in conjunction with field technicians
Provides direct customer support for Broadband customers
Carries out daily reporting for Broadband Operations
KNOWLEDGE REQUIRED BY THE POSITION:
Knowledge of customer premise video equipment.
Knowledge of computer systems and peripherals.
Knowledge of department and city policies and procedures and federal, state, and local laws and regulations.
Skill in customer interaction.
Skill in technical trouble shooting.
Skill in planning, organization, and decision making.
Skill in oral and written communication.
SUPERVISORY CONTROLS: The Greenlight Operations Manager assigns work in terms of very general instructions. The manager spot-checks completed work for compliance with procedures and the nature and propriety of the final results.
GUIDELINES: Guidelines include department standard operating procedures and state, local and federal laws and regulations. These guidelines require judgment, selection, and interpretation in application.
COMPLEXITY: The work consists of varied technical duties. The unique nature of each problem contributes to the complexity of the position.
SCOPE AND EFFECT: The purpose of this position is to perform supervisory, provisioning and technical support duties. Success in this position ensures the efficient operation of Broadband
PERSONAL CONTACTS: Contacts are typically with Broadband customers, co-workers, other city employees, and the general public.
PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, provide services, and negotiate or settle matters.
PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping.
WORK ENVIRONMENT: The work is typically performed in an office or computer room.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY: Technical Service Representatives.
Knowledge and level of competency commonly associated with the completion of a baccalaureate degree in a course of study related to the occupational field.
Experience sufficient to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with one to three years experience or service.
Possession of or ability to readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated.