Business NOC Technician II

JOB PURPOSE:  
 

Provide comprehensive support for Enterprise and Wholesale Carrier Business customers by monitoring, evaluating, troubleshooting, and performing tasks to support internal and external customers.

 

KEY FUNCTIONS:  
 

• Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, telephone, Internet, and Enterprise IT services, as well as Advanced Enterprise and Wholesale Business services; quickly identify network events, impaired services, or unplanned outages. 

• Monitor network resources, components, and Enterprise Business connections for performance, equipment failures and/or service outages. 

• Evaluate network alarm conditions and service outages; follow procedures to validate and classify potential impact. 

• Identify and document events as they occur, enter relevant information in Midco's ticketing system. 

• Perform preliminary troubleshooting per established procedure; document completed troubleshooting and escalate to the appropriate personnel for additional troubleshooting, mitigation, and restoration. 

• Actively coordinate mitigation and resolution of service outages; assist in troubleshooting and pinpointing service outage components. 

• Engage and coordinate efforts with third parties and vendors to resolve problems and issues. 

• Communicate with users, group members, Engineering, Field OPS, Business Customer Care and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary. 

• Review in flight circuit projects prior to turn-up; conduct pre-delivery testing of new carrier circuits and refer any issues to senior NOC or BNE personnel for corrective action. 

• Participate in coordinated turn-up of new carrier circuits. 

• Coordinate circuit troubleshooting between Midco and third-party resources to address circuit issues. 

• Input and review change requests for moderately complex maintenance activity. 

• Evaluate maintenance notifications and coordinate maintenance windows with other providers, NNIs and internal customer support teams.  

• Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance. 

• Coordinate preventive maintenance activity with Field Ops personnel; perform pre/post QC verification. 

• Perform proactive health checks as part of normal surveillance; document identified issues and coordinate with Field Ops personnel on corrective action. 

• Generate operational reports such as power supply battery health and transponder state. 

• Draft, review and update process documentation to ensure all procedures are known. 

• Train and guide new hires as required.