Network Operations Center Technician

1 week ago

Melville, United States NextGen | GTA: A Kelly Telecom Company Full time

NO C2C Resumes please


Job Description

  • The NOC Technician will be responsible for monitoring network events initiate incident perform high level triage and manage escalations and notifications in a 24 by 7 environment.
  • The position will require direct communication with customers as necessary and work closely with Tier2 organization.
  • The NOC technician is expected to be able to diagnose hardware software and system issues.


Responsibilities

  • Responsible for the 24x7x365 monitoring of all critical systems and answering customer support calls.
  • Answer customer calls create tickets and perform initial triage for issue resolution.
  • Monitor network alarms create tickets and perform initial triage for issue resolution.
  • Identify customer impact and urgency.
  • Resolve the issue if possible, by utilizing documented processes and run books.
  • Escalate/Assign tickets to appropriate internal support teams if the issue cannot be resolved within define guidelines.
  • Own accountability of the incident ticket until ticket closure by observing ticket progression by continued oversight of the incident for appropriate progression.
  • Perform direct communications to customers for updates as necessary.
  • Send all incident updates and notifications to define recipients' internal engineers' management or external customer as necessary in accordance to defined notification procedure .
  • Once incident is deemed resolved verify and close tickets
  • Ensure ticket handover during shift changes in accordance with operations guidelines


Education/Certifications

  • High School Diploma or equivalent experience


Experience/Minimum Requirements

  • Strong work ethic and multi-tasking ability.
  • Able to work unsupervised but also utilize direction supervision and training effectively.
  • Excellent analytical problem solving and decision-making abilities.
  • Strong written and verbal communication skills.
  • 1-2 years' work experience in telecommunications or similar fields.
  • Understanding of standard concepts practices and procedures within the telecommunications field.
  • Experience and understanding of some or all of the following areas: SONET IP subnetting and layer 2/3 routing DWDM dark fiber services.
  • Experience with some or all of the following equipment platforms: Ciena Optical platforms Cisco Optical platforms Infinera Juniper MX and EX series MRV switches Cisco routers and switches bull Understanding of NMS and EMS systems to navigate and troubleshoot efficiently.
  • Experience with Layer2/3 BGP IPv6 and/or JUNOS a plus

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