NOC Technician (overnight shift)

JOB PURPOSE:

Monitor critical network elements, fiber infrastructure and applications using various network monitoring systems in a 24x7 Network Operations Center (NOC) environment. (Overnight Shift -- Monday 7pm to 7am, Tuesday 7pm to 7am, Wednesday 7pm to 7am)

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 to quickly identify network events, impaired services, or unplanned outages.
• Evaluate network alarm conditions and service outages; follow procedures to validate and classify impact.
• Identify and document events as they occur, enter relevant information in Midco's ticketing system.
• Perform basic troubleshooting/information gathering 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, and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary.
• Coordinate preventive maintenance activity with Field Ops personnel; perform pre/post QC verification.
• Input and review change requests for moderately complex maintenance activity.
• Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance.
• Generate operational reports such as power supply battery health and transponder state.
• Review and offer updates to process documentation to ensure all procedures are known.
• Train and guide new hires as required.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and
• finding ways to cut through ambiguous problems.  
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• High school diploma, vocational certification in technology field, or equivalent industry work experience required.
• One year related technological experience required.
• General knowledge of internal proprietary methods of service delivery is preferred.
• NCTI “Operations Center Technical Support I” course completed or completed within the first year of employment

SKILLS AND BACKGROUND: 

• General knowledge of networking, including network components, function, and operation.
• General knowledge of TCP/IP and other Internet protocols as well as experience with tools such as Ping, SNMP, SSH, Trace Route, NS Lookup. Exposure to SolarWinds, Wireshark, Zabbix, Grafana etc. is preferred.
• General knowledge of network monitoring systems and element monitoring systems.
• General knowledge of incident ticketing systems. Exposure to change management preferred.
• Possess general technical and computer skills, including various applications, operating systems, etc.
• Basic understanding of networking, RF signal processing, AC & DC power preferred.
• Ability to read and comprehend technical literature.

WORK ENVIRONMEN