NOC Technician

Skywire Networks/Xchange Telecom is one of the most active and fastest-growing Internet and Network Service Providers in New York City with more than 2,000 lit buildings, 50 neighborhood hubs and relays, and a near-net footprint exceeding 350,000. We sell Ethernet Private Lines, Internet Services, and hosted voice services to both businesses and residential clients at speeds ranging from 10 MB to 10 GB. Skywire Networks/Xchange Telecom addresses the problem of poor fiber density in NYC in a multitude of ways by leveraging various edge technologies including Fiber and Fixed Wireless Access.

NOC Technician

Skywire is currently looking for Network Operations Technicians for their NOC (Network Operations Center). This NOC Technician will support Skywire's customer base through daily proactive monitoring of voice, data, and fixed-wireless systems and run point for first-tier problem resolution for down nodes and/or services.

Primary Responsibilities:

• Primary monitoring and escalation point for identification, troubleshooting, and resolution of events affecting customer production and internal network environments.
• Respond to and remediate alerts as they are generated during your specified shift.
• Provide notification to internal and external Customers during Severity 1 events.
• Support customers with a variety of network, voice, and service-related issues in a fast-paced, independent, telephone-based service environment with an emphasis on quality. Able to demonstrate a high level of patience with a customer base containing a wide and varying range of technical expertise.
• Restore Customer services within a specified repair time frame based on our SLAs.
• Investigate outages to determine root cause, and provide recommendations for changes in processes & procedures, or network configuration to prevent recurrence of similar outages in the future.
• Update trouble tickets with clear and concise notes summarizing actions taken and next steps.
• Escalate unresolved network issues to Engineering.
• Support the escalation and communication of status to management and other internal stakeholders.
• Work closely with network engineers, systems administrators, and software engineers regarding technology and hardware upgrades.
• Create, update, and document system processes and tasks as required.

Job Requirements & Skills:

• Positive attitude and strong work ethic conducive to working as part of a team.
• Must possess a sense of urgency, be self-motivated, and be able to work in a fast-paced environment.
• Attention to detail is critical
• Strong verbal and written communication skills, with a focus on customer service.
• Analytical troubleshooting and problem-solving capabilities
• Understand the basics of networking fundamentals (hub, switch, router, wireless radio), types of networks, physical media used, internet protocols and Layer2/3 switching and routing.
• Experience supporting VoIP, inbound and outbound voice networks, analog, wiring, and circuit provisioning in a large enterprise environment.
• Experience with network protocols including but not limited to DHCP, PPPoE, SIP, OSPF, MPLS, BGP
• Understand each layer of the OSI model.

· Candidates must have previous experience providing some level of network operations in an enterprise environment.