Network Operations Center Lead

1 week ago

Cleveland, Ohio, United States DigitalC Full time
Job Summary:

We are seeking a highly skilled Network Operations Center Lead to oversee the monitoring and troubleshooting of customer and building/tower wireless equipment. The ideal candidate will work closely with the Customer Experience, Engineering, and Network Field teams to provide proper support, updates, and resolutions for incidents related to existing or new deployments.

Key Responsibilities:
  • Network Monitoring and Troubleshooting: Become familiar with DigitalC's network, technologies, tools, and daily operations to identify and resolve issues efficiently.
  • Team Leadership: Lead the NOC team, optimizing daily operations and responsibilities for efficient performance, and provide guidance and support to team members.
  • Technical Support: Provide tier 2 technical support for customer issues and field operations teams, handling escalated customer premise equipment (CPE) tickets and providing tier 2 support.
  • Communication and Collaboration: Act as a liaison between internal teams and third-party subcontractors for customer installations and trouble ticket resolutions, and monitor alarm activity for customer and internal building infrastructure using software monitoring systems.
  • Incident Management: Perform notification and escalation of incidents as documented in customer-specific procedures, following established guidelines and standards, and conduct routine maintenance and troubleshooting for customer issues in response to on-call duties or preventative maintenance.
  • Documentation and Reporting: Accurately track and document all technical issues in a detailed manner, track incidents to ensure that response times and availability requirements established in the SLA are met, and create, maintain, and update trouble tickets with accurate and detailed information in accordance with established procedures.
  • Network Optimization: Troubleshoot and support radio frequencies (RF) link performance, reliability, and quality, optimize network performance (both wired and wireless) by monitoring alerts and collaborating with the engineering team on incident resolution, and provide support for capacity and frequency planning during new building deployments.
  • Technical Documentation: Develop, maintain, and update a library of technical documentation, and perform other duties as assigned.
Requirements:
  • Education: Associate or Bachelor's degree in Information Systems, Computer Science, or equivalent work experience.
  • Experience: A minimum of three (3) to five (5) years of experience in technical support roles, with strong expertise in wireless networking protocols, standards, technologies, designs, and implementations in enterprise or carrier networks.
  • Skills: In-depth understanding of Radio Frequencies (RF) and Radio Access Network (RAN) design, proficiency in Wireless Point-to-Point (PtP) and Point-to-Multipoint (PtMP) deployment and configuration, ability to troubleshoot issues methodically and identify root causes, experience with routing and switching, and core competency in IP, TCP, UDP, DHCP, DNS, SMTP, SNMP, and Syslog.
  • Interpersonal Skills: Strong interpersonal skills with the ability to work and lead in a team environment, analytical skills, and a continuous drive for improvement and progression.
Preferred Qualifications:
  • Background: Background in Internet Service Providers (ISP), Wireless ISP, or Telecommunications.
  • Experience: Experience in Radio Frequency (RF) engineering for wireless planning.
  • Certifications: Wireless networking certifications such as Network+, CCNA, or CCNP.
Benefits:
  • Medical, Dental, Vision, Life Insurance: Generous benefits for full-time employees.
  • 401(k) Opportunity: 401(k) opportunity with company match for full-time employees.
  • Paid Time Off (PTO): Paid time off for full-time employees.
  • Paid Holidays: Paid holidays for full-time employees.
  • Company Gatherings and Learning Opportunities: Opportunities for professional growth and development.

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