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Technician III

3 months ago

Charlotte, United States Conterra Ultra Broadband Full time
Job DescriptionJob Description

JOB TITLE:

NOC Technician III

JOB PURPOSE:

The Technician III will be responsible for monitoring and supporting the overall infrastructure of Conterra’s network and assisting with 3rd party partners to resolve any network issues. The responsibilities are to include customer service, problem solving, troubleshooting, documenting, escalating, and reporting. He/She will troubleshoot and track status with Conterra’s incident management system to properly document the events as they occur. They will report incidents to management or other internal departments by following the SOP (Standard Operating Procedure) for escalations as required.

REQUIRED QUALIFICATIONS/REPONSIBLITIES:

  • Must have demonstrated competency in all lower levels of job responsibility.
    • Must demonstrate solid troubleshooting skills.
    • Troubleshoot network (Data & Voice) incidents in a timely fashion.
    • Prioritize network issues by severity levels and escalate to appropriate levels, as necessary.
    • Resolve customer incidents via multiple communication outlets.
    • Must have good customer service and organizational skills.
    • Maintain status updates to internal and external customers until incidents are resolved.
    • Provide accurate documentation for each incident.
    • Perform various steps to verify levels and coordinate with Field Operations
    • Must have clear verbal and written communication skills.
    • Ability to learn and retain information in a fast-paced environment.
    • Ability to multi-task efficiently and work independently and as a team while maintaining quality service.
    • Respond to customer requests and provide timely communication as defined by our department’s policies.
    • Experience using MS Office Suite, SharePoint.
    • Knowledge of Telnet, SSH, RDP, and WEBHTTPS required to access devices and utilize web and cli interfaces.
    • Must maintain and/or exceed company QA scores.
    • Possess the ability to take on new, demanding challenges.
    • Demonstrate the ability to assume new levels of responsibility and deal with them effectively.
  • Perform on call support as needed.
  • Ability to accurately identify circuit types and solution of how they are delivered. (ie: internet, transport, managed and voice services)
  • Collaborate with NOC Technician I or II for troubleshooting guidance and/or escalation.
  • Some experience and knowledge in troubleshooting network related devices such as xDSL modems, network interface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, voice (VoIP, SIP, PRI, hosted voice, and analog voice services) will be required daily.
  • Basic knowledge of dynamic routing protocols and technologies.
  • Basic knowledge of layer 2 switching technologies such as Q-in-Q, s-tag, c-tag and STP.
  • Ability to assist with ONT equipment replacements on the GPON network when applicable.
  • Ability to confirm and/or perform firmware upgrades to Adtran devices.
  • Knowledge of some voice switching functions; LNP, CNAM, CALEA, STIR/SHAKEN etc.
  • Ability to analyze, summarize, test and solve issues with VoIP and TDM services, SIP, SS7 and ISDN messaging.
  • Ability to manage ticket queues with minimal supervision.
  • Ability to monitor and analyze alarms via NMS system and create tickets in incident management system in a 24/7 environment.
  • Assist NOC Change Management team as required to determine customers impacted and effect during network maintenance and grooming.
  • Perform any other duties assigned by NOC supervisor or manager.
  • Assist in training as needed.

EDUCATION/CERTIFICATIONS:

  • Education: High School Diploma or equivalent required. 2- or 4-year technical degree and/or equivalent training preferred. Vendor certifications preferred but not required (BTI, Cisco, Ciena, Adtran, Juniper, Fortinet, VeloCloud, etc.)
  • Experience: Minimum of 2-3 years of experience working in a Tier 1 or 2 network operations support role. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.