NOC Administrator - 2nd Shift

Responsibilities

• Monitor the Surf network for events and anomalies that may lead to disruptions to our customer experience
• Initiate, coordinate and lead triage efforts to restore customer services and mitigate future events
• Point of contact for Enterprise Customer, IVR and email communication
• Facilitate customer outage and maintenance notifications
• Coordinate dispatch of internet field support resources
• Remote support with customer, third party partner, or internal field support resources
• 24/7 network monitoring of device fault events, network health and network dashboards
• Acknowledge network monitoring alarms
• Manually validate network alarms on network devices or with ping/trace routes
• Create ticket for enterprise/commercial customers
• Create ticket for network outages
• Facilitate incident/problem resolution
• Create off-net circuit escalations
• Create change management tickets
• Change management facilitation
• MOP documentation of predefined procedures
• Perform predefined change management procedures for the following:
• Customer-managed device
• Wireless access networks
• Fiber access networks
• Network aggregation devices
• Perform in-depth troubleshooting and network outage root cause analysis for the following:
• Wireless access: common and complex network incidents
• Fiber access: common and complex network incidents
• Network Aggregation: common and complex network incidents
• Network Core: common network incidents
• Maintain approved software revisions for the following:
• Wireless access devices (radios, access points)
• Fiber access devices (ONTs)
• Residential managed CPE (Eeros)
• Commercial managed CPE (MikroTik)
• Fiber access shelf (OLT)
• Document common tasks and procedures
• Perform in-depth troubleshooting and network outage root cause analysis for the following:
• Research and update device configurations based on SOW:
• Wireless Access (AP)
• Fiber Access (ONT)
• Customer Managed Devices
• Fiber Access Shelf (OLT)
• Network Aggregation Devices

Qualifications

• Experience or education in Engineering, IT, Computer Science or a related field of study preferred
• Strong analytical and problem-solving skills
• A working understanding of BGP, OSPF, MPLS, VPLS, DWDM, SONET, GPON and Active E fiber networks
• Able to regularly interact with customers
• Able to work with a sense of urgency
• Able to multi-task with different issues and/or projects
• Strong attention to detail