Network Operations Center Technician

1 week ago


Akron, Ohio, United States FirstComm Full time
Job Summary

We are seeking a highly skilled Network Operations Center Technician to join our team at FirstComm. As a key member of our NOC team, you will be responsible for providing technical support and troubleshooting services to our customers.

Key Responsibilities
  • Answer inbound repair calls from customers, network vendors, wholesalers, and agents.
  • Multi-level testing and troubleshooting of customer services via remote tools
  • Testing and troubleshooting of physical layer of the circuit's topology
  • Use multiple databases in diverse systems to validate topology, configuration and correlating services.
  • Obtain and provide regular updates to customers as to their ticket status
  • As needed, escalate service problems with various carrier vendors through their escalation lists and procedures or internal teams, including request to dispatch of Field Service staff
  • Configuration and troubleshooting of our diverse topology of customer premise Voice/VOIP, SD-WAN, 4G, Routers and Firewalls with primary focus on the WAN
  • Create and update tickets while also analyzing for common points of failure
  • Respond to Core Network alarms and take corrective action to restore
  • Expertise in migrations of services off older platforms/technologies to newer technologies
  • Ability to work overtime and a flexible schedule that can include all shifts, weekends, and holidays is required
  • Perform all other duties as assigned
  • Participate in ongoing training and personal development as needed for position including sharing knowledge with current and future technicians
Requirements
  • Experience with network monitoring systems (ex: SolarWinds, Nagios or similar)
  • Previous experience with a ticketing system is required
  • Configure and troubleshoot protocols and applications such as MPLS, VPRN, VPN, VoIP, SD-WAN, VLAN, IP SEC and additional proficiencies is a plus.
  • Able to work in the United States without sponsorship
  • Familiarity with the analysis, associated products and repair of the following common physical layer Voice/Data/ISP products. You will have expertise in two or more of these:
  • o Ethernet
  • o VOIP/SIP
  • o Session Boarder Controllers
  • o Circuits at the DS1 &/orDS3 levels
  • o Circuits using COAX/Fiber
  • WAN analysis, problem isolation, and corrective action experience is required LAN side is a plus
  • PC skills in Microsoft Office – Outlook, Excel and Word skills at basic or above
  • Familiarity with interpreting SNMP/ICMP traps is a plus
  • Experience in Circuit Vision or similar circuit/equipment inventory database is desired
  • Experience in a NOC or similar environment is desired
  • Ability to communicate with customers, co-workers and vendors in an appropriate and efficient manner both written and oral.
  • Ability to articulate complex technical topics for non-technical audiences from CEO to front line staff.
  • Ability to work in a dynamic, high stress and fast paced environment with a sense of urgency
  • Must possess a valid state issued driver license
  • Must have reliable transportation
  • Education and Experience:
  • · Accredited Bachelor's degree in Computer Science, Electrical or Mechanical Engineering
  • o And 2 years of relatable experience
  • OR
  • · Accredited Master's degree in Computer Science, Electrical or Mechanical Engineering
  • OR
  • · Any combination of 3 or more years of directly relatable experience and education will be considered
Physical Requirements
  • Ability to remain in a normal seated position regularly for extended periods of time
  • Ability to bend and twist occasionally
  • Ability to work in a constant state of alertness and safe manner
  • Ability to lift and carry up to 25 pounds

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