NOC Technician

Job DescriptionJob Description Job Title:NOC Technician IIDepartment: Network OperationsReports to:NOC ManagerLocation:Peachtree Corners, GA 30092 General Description of Position:The NOC Technician Level II primary functions include monitoring internal Communications network infrastructure, investigating alarms down to root cause for repair or dispatch and providing second level support and training for NOC Technician I. Creating trouble tickets for tracking purposes, handling after-hours callouts and escalations as part of an on-call rotation, implementing outage restoration procedures and assist in tracking of scheduled network maintenance. Duties &
Responsibilities:Including but not limited to the following.

• Train entry-level technicians to a basic understanding of internal Network and Equipment
• Provides support and assistance to NOC Technician I’s
• Upgrade of Network Elements as necessary
• Performs configuration backups of network equipment as necessary
• Assists with customer notifications and other change management activities as necessary
• Prepares operations review and leads the change management call in the absence of the Change Coordinator
• Assists with preparing SLA monthly reporting as necessary
• Perform Root Cause Analysis (RCA) on service failures as necessary
• Perform on going audit and update of alarm response instructions and enter into Monolith AssureNow
• Perform routine updates to the Monolith AssureNow enrichment table
• Maintain surveillance of network at all times
• Correlates and troubleshoots alarms collected by NOC monitoring tools. Identify root cause of trouble and resolve, dispatch or escalate as required
• Maintain integrity of Monolith AssureNow by referring erroneous alarms to responsible parties
• Troubleshoots issues that are reported by Cell Site Backhaul customers, Carriers, SLA customers and commercial high speed data customers to resolution.
• Assists field operations with troubleshooting and resolving customer/network related issues.
• Provide Tier II support for the Technical Assistance Center (TAC)
• Provide additional technical support for other internal organizations
• Answer phones promptly
• Create tickets for all network troubles
• Assists in completion of scheduled network maintenance
• Track and communicate outages via NORAD in a timely and effective manner
• Work non-traditional work schedules covering 7 x 24 x 365 operations
• Perform after-hours callouts and escalations
• Ability to work independently and as a team member
• Performs other duties as assigned to ensure the proper operation of the NOC

Minimum
Qualifications:Only candidates who meet minimum qualifications will be considered.

• 2-3 years of Telecommunications or related industry experience
• One year of NOC Experience
• Knowledge and experience in troubleshooting high speed data services to include small office & home networking, PC network configurations and Email delivery
• Working knowledge of HFC, Fiber and Copper plant
• Metro-Ethernet devices and circuitry
• VLAN operations
• TCP/IP, PPPoE and cable modems
• VoIP
• DOCSIS 2.0/3.0 and Packet Cable standards
• Proven ability to manage multiple tasks/projects as well as lead small, directed projects
• Strong oral and written communication skills are essential.
• Proficient in all MS Office programs including Project and Visio
• Must be Juniper JNCIA certified

Transfers and promotions are generally restricted to (a) employees with at least one (1) year of continuous service in their current position although these requirements may be waived under extenuating circumstances; and (b) to employees achieving satisfactory performance in their current position. Employees are generally limited to one (1) transfer or promotion during a one (1) year period. (Promotion, Transfer & Reassignment. Employee Handbook, 5) Additional Qualifications Desired:

• Cisco certifications (CCNA) or equivalent experience
• Knowledge of Sub-netting and layer 3 routing protocols : RIPv2, OSPF or IS-IS, MPLS and BGP
• Knowledge of IP and RF video distribution architectures
• Experience in troubleshooting TDM, WDM, DWDM, SONET
• Experience in troubleshooting ATM, DSL, ADSL

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