The Tech will serve as the first line of defense for monitoring and management of all our provided network services. The Tech is responsible for triaging customers, network alarming, initiated trouble tickets, and providing timely and relevant updates to our customers. The Tech must be able to prioritize remediation of issues in a 24 x 7 network operations center. Perform basic system administration tasks such as network/system troubleshooting, patching, and utilizing scripts to automate repeatable tasks. In addition to network surveillance and management responsibilities, the NOC function also serves as an escalation point for other organizations.
Duties & Responsibilities
- Monitor, manage and maintain all edge network devices, performance, and quality across the Segra network (e.g. telecommunications circuits, routers, switches, firewalls, VoIP systems, failover solutions and platforms).
- Perform Event Management and Incident Management in accordance with established process and procedural guidelines.
- Create and triage trouble tickets, including remote testing
- Troubleshoot and repair Segra provided services (e.g. Voice: TDM, VOIP, and SIP and/or Data: DIA, MPLS, and VPRN)
- Update assigned tickets, escalating to various carriers and personnel as required until completion.ms and executives
- Communicates daily with many departments within our company, other telecommunication providers, Enterprise customers, and vendors to discuss and coordinate necessary resources to resolve incidents.
- Stay up to date on organizational SOPs
- Perform other duties assigned by NOC Management team
Qualifications
- . Vendor certifications preferred but not required (BTI, Cisco, Ciena, AdTran, Alcatel-Lucent, Fortinet, VeloCloud, etc.)
- Experience: experience working in a telecommunications environment preferred, but not required. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles
- Key Competencies:Ability to resolve network and customer-initiated incidents quickly and effectively while communicating in an empathetic manner with our customers. Self-awareness and willingness to escalate issues and follow up to ensure incident resolution. An analytical mindset that appreciates solving problems. Good computer and written/verbal communications skills, possess the ability to take on new, demanding challenges, demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
- Base knowledge of some of the following technologies:
- Carrier transport circuit technologies such as Ethernet over Copper (EOC/EFM), ADSL, T1s, fiber services (DWDM), and Metro-Ethernet
- Network infrastructure, DNS, IP Subnetting
- Dynamic Routing Protocols (BGP, OSPF, RIP and EIGRP)
- Telephony based technologies (TDM, Converged, VOIP, SIP, etc.)
