Abuse Technician

Abuse Technician

 

SUMMARY: The Abuse Technician, working as a functional component of the NOC, monitors and investigates instances of excessive bandwidth utilization in violation of the Fair Access Policy (FAP) and violations of the Acceptable Use Policy (AUP). When violations are discovered, the Abuse Technician performs corrective actions as prescribed by standardized process and procedure. This position also performs data collection duties as required to service subpoena’s and court orders.

 

 

ACCOUNTABILITIES include the following. Other duties may be assigned.

 Monitor and track violations of bandwidth utilization standardsExecute standardized procedures for managing bandwidth utilization violationsDocument and communicate mitigation activities via NMS tools and systemsPerform timely escalations and notifications when appropriateProvide assistance to NOC Tier 2.5 technicians as an escalation point and as an information resource.Complete additional tasks as assigned.Perform duties which require a level of discretion regarding highly sensitive information. 

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Moderate level of understanding of networking and the Internet are key skills.An attention to detail and consistent follow-through on work assignments are essentialThe ability to collaborate and function as part of a team is essential.Must be organized and capable of tracking/managing multiple issues simultaneously.Must have superior communications skills, both verbal and written, and be able to convey complex issues in a concise manner.Must exercise sound judgment and make reasonable decisions based on factual information.EDUCATION and/or EXPERIENCE:

Associates degree from a college or trade school in computer science, engineering, or related technical discipline is preferred. Relevant experience may be substituted. Three years of providing customer support, performing maintenance, monitoring, or configuration work in a 7x24x365 technical operations environment is desired. Must be able to effectively communicate complex concepts and follow procedural direction. Previous experience in a startup company would be helpful.

 

 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meetings and training rooms, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions.

 

Must be available to work a variety of shifts including evenings, nights, weekends, holidays and long shifts of up to 12 hours. May be required to work overtime as needed and be available for emergency or scheduled on-call. Most work performed on computers

 

 

No Phone Calls or Agencies Please!