OSC Technician, Network

As a member of CoreSite’s Operations Support Center (OSC) team, and reporting to the OSC Network Manager, the OCS Network Technician will be responsible for a variety of IP and Telecom Engineering support, performing network related troubleshooting and configuration. Management of network and facility maintenance scheduling, customer and staff maintenance inquiries, and monitoring a wide variety of systems and devices on various platforms. The role will be able to manage small projects independently.

Duties:

• Support of the Telecom and Network infrastructure environment, 24x7 on-call support may be required
• Respond to SNMP trap alarm notifications, resolve/repair issues, and make recommendations for updates to SNMP trap notifications
• Day to day support on all network related issues (support tickets, new circuit turn ups, peering, route server problems, etc.)
• 1st and 2nd level technical support (i.e. 802.1q, Q-in-Q, P2P) on all Ethernet connectivity (Intra-site & Inter-site)
• 2nd level technical support on all TDM circuits (T1, E1, DS3, OCx, Clocking, etc.)
• Continuous improvement of overall network to strengthen network reliability and scalability
• Provide support on special requests such as rDNS name change, sFlow data, traffic utilization
• Manage IPAM Database
• Participate in the documentation of network configurations, procedures and troubleshooting steps
• Review/Implement maintenance requests and analyze for risk to customers from a global perspective
• Ensure adherence to listed protocols in the standard operating procedure for maintenance and notifications
• Work with the local field operations team to adjust the schedule as appropriate to maximize uptime while accomplishing the scope
• Responsible for monitoring CoreSite’s Data Center network equipment, critical systems and infrastructure
• Analyze alarms for risk to customers based on information from the NMA, building automation and monitoring systems
• Escalate high risk alarms if required
• Provide dedicated alarm monitoring for specific maintenance events as they occur
• Work directly with the local field operations team performing the maintenance to ensure the MOP is adhered to and uptime is maximized.
• Provide Tier 2 troubleshooting input during an event related to the power and cooling plant
• Manage facilitation of a high severity incident bridge
• Determine appropriate resources to engage and notify to join the bridge
• Provide OSC incident notifications to the appropriate groups impacted
• Deliver internal incident broadcast to Senior Management
• Maintain incident records during an event
• Open and close maintenance windows with the local field operations team and communicate the maintenance window status to customers as appropriate
• Provide day-to-day customer support as needed while on shift
• Provide day-to-day support and training to CoreSite team members related to the network
• Perform other duties as specified in the Standard Operating Procedures and/or as directed by CoreSite Management
• Travel to other CoreSite data center for onsite support and/or maintenance
• Promote and demonstrate the behaviors consistent with CoreSite’s culture and values
• Other projects and duties as assigned

Requirements

Knowledge, Skills & Abilities:

• A flexible schedule with the ability to work onsite, non-standard business hours and weekends as needed
• Familiar with Computerized Maintenance Management Systems
• Good knowledge of switched network topologies, VLANs, trunking, spanning tree, port configuration
• Good knowledge of network tools such as ping, traceroute, telnet, nslookup, iPerf3, etc.
• Good understanding of testing methodologies such as ITU-T Y.1564 (aka EtherSAM), OTDR, etc.
• Experience working with test instruments such as EXFO, JDSU, source/power meter, etc.
• Good understanding of the OSI Reference Model
• Good understanding of digital hierarchy: DS0, DS1, DS3 and SONET networks
• Experience working with SONET network elements
• Experience working with DWDM
• Good understanding of Peering or experience working with Internet Exchange Points
• Experience dealing with Tier 1 & 2 carriers, ISPs, etc.
• Understanding of copper and fiber cabling
• Technical knowledge and experience in electrical and mechanical support systems to include power distribution systems, emergency power, UPS systems, DC power, HVAC, and fire alarm and suppression systems
• Excellent written and verbal communications skills
• Strong attention to detail and organizational skills
• Strong