NOC Technician

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NOC Technician

NOC Technician

07.04.2021

Employment Status: FT

DEPARTMENT: Network Operation Center
FSLA status: NON – Exempt
REPORTS TO: NOC Director, Manager or Supervisors
LOCATION: Akron, OH or Oakbrook, IL

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/external executives. Responsible for remote repair activities on applicable service issues affecting customer data and voice 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 carrier vendors through their escalation lists and procedures or internal teams, including request to dispatch of Field Service staff
Configuration and troubleshooting of our diverse topology of customer premise Voice/VOIP, SD-WAN, 4G, Routers and Firewalls with primary focus on the WAN
Create and update tickets while also analyzing for common points of failure
Respond to Core Network alarms and take corrective action to restore
Expertise in migrations of services off older platforms/technologies to newer technologies
Ability to work overtime and a flexible schedule that can include all shifts, weekends, and holidays is required
Perform all other duties as assigned
Participate in ongoing training and personal development as needed for position including sharing knowledge with current and future technicians

Qualifications:

Experience with network monitoring systems (ex: SolarWinds, Nagios or similar)
Previous experience with a ticketing system is required
Configure and troubleshoot protocols and applications such as MPLS, VPRN, VPN, VoIP, SD-WAN, VLAN, IP SEC and additional proficiencies is a plus
Able to work in the United States without sponsorship
Familiarity with the analysis, associated products and repair of the following common physical layer Voice/Data/ISP products. You will have expertise in two or more of these: Ethernet, VOIP/SIP, Session Boarder Controllers, Circuits at the DS1 &/orDS3 levels, Circuits using COAX/Fiber
WAN analysis, problem isolation, and corrective action experience is required LAN side is a plus
PC skills in Microsoft Office – Outlook, Excel and Word skills at basic or above
Familiarity with interpreting SNMP/ICMP traps is a plus
Experience in Circuit Vision or similar circuit/equipment inventory database is desired
Experience in a NOC or similar environment is desired
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 dynamic, high stress and fast paced environment with a sense of urgency
Must possess a valid state issued driver license
Must have reliable transportation

Education and Experience:

Accredited Bachelor’s degree in Computer Science, Electrical or Mechanical Engineering & 2 years of relatable experience OR
Accredited Master’s degree in Computer Science, Electrical or Mechanical Engineering OR
In lieu of degree, 2 or more years of directly relatable experience with certifications that are valid and maintained like the CCNA, JNCIA, Network+, and MCSA are also acceptable.
Note - Must have or shall acquire Adtran ATSA Internetworking Certification within 90 days 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

We are an Equal Opportunity Employer.

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