Job Details
General Purpose:
The Network Operations Center (NOC) Technician I job is an advanced technical position working inside a Network Operations Center to remotely monitor, configure, manage, and troubleshoot the TPx network. The NOC Technician I is responsible for the overall monitoring, troubleshooting, performance, and integrity of the TPx network. The job function requires the ability to manage and coordinate work efforts by interfacing with several internal departments, vendors, and connectivity providers to isolate and resolve impairments to the TPx network. Technicians are responsible for managing external providers including proper escalations to trouble resolution. The position requires knowledge across multiple technologies related to managed service networks and applications.
Essential Duties and Responsibilities:
Proactively monitor and support critical TPx network elements using real time alarming of network faults and notifications using multiple network monitoring systems.
Perform test procedures and analyze results to isolate and determine type of service problem.
Partner with internal teams on network anomalies and faults.
Upon receipt of network trouble conditions, implement network recovery procedures to isolate specific trouble source and alleviate any customer impact.
Initiate, update, track and close Servicenow incident tickets.
Work closely with providers, vendors, and internal organizations sharing network alert information as needed.
Day to day surveillance and fault isolation on network equipment, surveillance systems, and cable networks.
Responsible for quick identification and resolution of on-net and off-net related issues to minimize customer downtime and ensure network integrity.
Learn proficiency in multiple NOC related network surveillance tools to monitor network alarms.
Interpret technical documents, manuals, circuit descriptions and schematic drawings.
Gather information, implement solutions, and monitor progress to resolve network related alarms and events.
Work as the intermediary between the NOC and our engineering teams for required assistance and requested support as needed.
Necessary Knowledge, Skills, and Abilities:
Strong understanding of telephony and digital technology:
o Fiber Based Networks
o SD-WAN Gateway to Edge knowledge
o VOIP and SIP knowledge
o DWDM, CWDM Systems and Transport
o OSI Layer Protocols
o LAN and WAN Technologies
o MPLS and VPLS Technologies
o Layer 2 switching
o Layer 3 routing protocols (BGP, OSPF, ISIS and EIGRP)
o IP subnetting (IPv4 and IPv6) and routing across multiple vendor platforms
Strong written and verbal communication skills.
Experience in creating, updating, and resolving trouble tickets (Servicenow knowledge a plus)
Experience in relating network equipment alarms to troubleshooting to clear alarm
Ability to handle several tasks simultaneously and effectively.
Ability to adjust to change and follow procedures as outlined by department management.
Must be detail oriented and a problem solver.
Special Requirements:
Technicians must be available for on-call rotation off hours, weekends, and holidays.
Technicians must be available to work any shift to meet training needs and NOC coverage requirements as deemed by management; day shift, swing shift, night shift, etc.