Network Control Center Operator I

About the role

Adesta, an Allied Universal company, is hiring a Network Control Center Operator I in Middletown, CT. The operator monitors a customer's wide variety of networks and services, works with technicians and customers to resolve issues quickly and maximise system uptime, and provides level-one help desk support in a fast-paced call center environment.

Key responsibilities

• Monitor the customer's networks and services
• Coordinate with technicians, customers and vendors to resolve issues promptly and keep systems running
• Process system alarms accurately, track incidents, document them and notify people according to published processes
• Maintain a daily activity log, including visitors to remote sites
• Perform subscriber radio control functions as needed
• Handle level-one help desk work: call taking, ticket creation and notifying technicians and customers
• Initiate disaster recovery phone reroutes as needed

Required profile

• High school graduate or equivalent required; a 2-year college degree is preferred
• Strong customer service and interpersonal skills
• Strong attention to detail and proven ability to handle multiple tasks efficiently
• Flexibility in a dynamic operations center environment
• Effective oral and written English, including technical language and good grammar
• Professional handling of interactions with field personnel, customers and vendors

Required skills

• Data entry
• Microsoft Word, Excel and Access
• Helpful: basic understanding of computer operating systems, hardware, software, telecommunications and voice radio systems