NOC Technician II

Job Description

Job Title:NOC Technician II

Department:

Network Operations

Reports to:NOC Manager

Location:

Bluffton, SC 29910

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

Full-time