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Network Operations Center Technician

Akron, OH

OVERVIEW:  This position is primarily responsible for first and second level repair activities on all applicable service issues affecting customer data and telecommunication products. Additionally, NOC Technicians assist with proactive monitoring and diagnosis of network infrastructure issues, and direct customer interaction.

CORE RESPONSIBILITIES:

  • Receive and respond to all customer service tickets via phone and electronically
  • Respond to all automatically-generated alerts regarding our network infrastructure and customer monitoring
  • Work with vendors/carriers to achieve resolution to tickets and escalate as needed
  • Troubleshoot and management of Customer Premise Routers and Firewalls. Testing and troubleshooting of physical & some logical layers of customer’s network
  • As needed, escalate tickets to appropriate Operations or Provisioning groups to achieve resolution
  • Notify management as to repeat-trouble customers and/or abnormal repair trends (i.e., repeating hardware problems on one customer, feature set issues indicating a provisioning fault, multiple tickets on same customer in short period of time, etc.)
  • Keep customers regularly updated per internal policies, as to the status of their repair tickets
  • Provide accurate record-keeping in appropriate internal systems as to all work performed
  • Additional duties as needed

 

REQUIREMENTS AND EXPECTATIONS

  • Associates degree in Network Systems Administration, or Electronics and Computer Technology or equivalent practical experience
  • Familiarity with the analysis and repair of the following common telecommunications/ISP products:
    • VoIP technologies (SIP routing, router configurations, QoS relationships between packet health and voice quality, etc.)
    • Familiarity with interpreting SNMP/ICMP traps (Cordell, HP OpenView, Nagios or similar)
    • IP NAT Translation and LAN support
    • Experience with troubleshooting Adtran/Cisco/Juniper routers
    • DS0 and POTS
    • Circuits at the DS1 level
    • Circuits at the DS3 level a plus
    • PRIs

 

  • Familiarity with industry standard repair desk operations (proper escalation procedures, trouble ticketing, logging, customer communication, etc)
  • The ability to communicate with co-workers, customers and vendors in an appropriate and efficient manner
  • Strong ability to prioritize existing work and tasks

Seeking additional skills & experience in:

  • IP traffic, systems administration, and/or hosting systems (web, email)
  • CCNA-type or other relevant certifications
  • Telecommunications or ISP in a Call Center/NOC/Help Desk capacity
  • ILEC, CLEC and/or IXC environments
  • Telecommunications
  • Fortinet &/or Cisco firewall
  • SolarWinds
  • MPLS, VPLS, VPN, VLAN, VPRN, IP SEC
  • EMAIL, HOSTING, DNS, CPANEL, and SMTP Protocols experience a plus
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