NOC Technician

NOC Technician

Employment Status:  FT

DEPARTMENT:  Network Operation Center
FSLA status:  NON – Exempt
REPORTS TO:  NOC Manager/Supervisor or Team Lead II
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
  • Any combination of 3 or more years of directly relatable experience and education will be considered
  • 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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