+1 800.860.1261

NOC – Technician

 

POSITION TITLE:  NOC – Technician                                             Employment Status:  FT

DEPARTMENT:  Network Operation Center                              FSLA status:  Exempt

REPORTS TO:  NOC Manager/Supervisor or Team Lead II

 

GENERAL DESCRIPTION:   This individual makes/takes phone calls, tests with internal systems/peers, customers, vendors, LEC and Carrier personnel. They will need elevated communications skills as they will interact with customer and internal executives and the C-Suite. Responsible for remote repair activities on applicable service issues affecting customer data and telecommunication products.  This position sits for extended periods of time in front of a PC monitor in our NOC center and is not in the field. Our NOCs hours of operation are 24 hours a day and 365 days a year.

 

PRIMARY RESPONSIBILITIES: 

  • Answer inbound repair calls from customers, network vendors, wholesalers, and agents.
  • Multi-level testing and troubleshooting of customer services via remote tools
  • Testing and troubleshooting of physical layer of the circuit’s topology
  • Use multiple databases in diverse systems to validate topology, configuration and correlating services
  • Obtain and provide regular updates to customers as to their ticket status
  • As needed, escalate service problems with various vendors through their escalation lists and procedures or internally to the Provisioning or Network Operations teams, including request to dispatch of Field Service staff
  • Basic configuration and troubleshooting of our diverse topology of customer premise IADs, SD-Wan, 4G, Routers and Firewalls.
  • Create, analyze and update tickets for common points of failure while keeping customer updated.
  • Respond to Core Network alarms and take corrective action to restore services ASAP
  • Migrations of circuits/customers off older platforms/technologies to newer technologies
  • As needed, work alternate shifts that may include evenings, nights, holidays and weekends
  • Perform all other duties as assigned
  • Participate in ongoing training and personal development as needed for position

 

QUALIFICATIONS:

  • Experience with Cisco, Juniper and Adtran Routers is a plus; however, higher level skilled team members will have a significant experience with one or more of these devices and may have obtained or in the process of obtaining Certification.
  • LAN/WAN analysis, problem isolation, and corrective action experience is required
  • Intermediate understanding of IP sub-netting, subnet masks, and routing
  • Familiarity with interpreting SNMP/ICMP traps is a plus
  • Experience with network monitoring systems (ex: Solarwinds, Nagios or similar)
  • PC skills in Microsoft Office – Outlook, Excel and Word skills at basic or above
  • Experience in Granite or similar equipment inventory database is desired
  • Previous experience with a ticketing system is required
  • Configure and troubleshoot Voice over IP technologies (aka VoIP) – SIP routing, router configuration, QoS relationships between packet health and voice quality, etc. is desired. Higher skilled team members are expected to have extensive experience in one or more of these categories.
  • Configure and troubleshoot protocols and applications such as; MPLS, VPRN, VPN, VoIP, SD-WAN, VLAN, IP SEC and additional proficiencies is a plus. Higher skilled team members are expected to have extensive experience in one or more of these categories.
  • Familiarity with the analysis, associated products and repair of the following common physical layer telecommunications/ISP products. Higher level team members will have expertise in two or more of these:
    • Ethernet
    • Long Distance & Toll Free
    • DS0 and POTS
    • PRI and DSL circuits
    • Circuits at the DS1 and DS3 levels
    • Bonded circuits
  • Experience with Class 4 and/or Class 5 switching is a plus
  • Experience in a NOC or similar environment is desired
  • Familiarity with Adtran 6xx and/or 9xx series IADs and other Adtran platforms in a mixed voice/data environment.
  • Ability to communicate with customers, co-workers and vendors in an appropriate and efficient manner both written and oral.
  • Ability to articulate complex technical topics for non-technical audiences from CEO to front line staff.
  • Ability to work in a high stress/fast paced environment with a sense of urgency
  • Ability to work a flexible schedule that can include all shifts, weekends, and holidays

 

EDUCATION & EXPERIENCE:

  • 3 years or more of directly relatable experience, post-secondary education &/or Data/Telecommunication equipment Manufacturer Certification(s).

 

  • Accredited Bachelor’s degree in Computer Science, Electrical or Mechanical Engineering
    • And 2 years of relatable experience

OR

  • Accredited Master’s degree in Computer Science, Electrical or Mechanical Engineering

 

Testing and/or validation of experience/education will be required to demonstrate competencies

*** Must have or shall acquire Adtran ATSA Internetworking Certification within 6 months of hiring date.

 

PHYSICAL REQUIREMENTS:

  • Ability to remain in a normal seated position regularly for extended periods of time
  • Ability to bend and twist occasionally
  • Ability to work in a constant state of alertness and safe manner
  • Ability to lift and carry up to 25 pounds