Network Operations Center; NOC Technician II

Overview

The NOC Technician II primary functions include monitoring Summit Broadband network infrastructure, investigating alarms to root cause for repair or dispatch, and providing second-level support and training for Network Operation Center Technician I. This role involves creating trouble tickets, handling after-hours callouts and escalations as part of an on-call rotation, implementing outage restoration procedures, and assisting in tracking scheduled network maintenance.

This position is in-office.

• Train entry-level technicians to a basic understanding of Summit Broadband network and equipment
• Provide support and assistance to NOC Technician I
• Upgrade network elements as necessary
• Perform configuration backups of network equipment as necessary
• Assist with customer notifications and other change management activities as necessary
• Prepare operations reviews and lead the change management call in the absence of the Change Coordinator
• Assist with preparing SLA monthly reporting as necessary
• Perform root cause analysis (RCA) on service failures as necessary
• Audit and update alarm response instructions and enter into Network Management Systems
• Update the Network Management System enrichment database table
• Maintain surveillance of the network at all times
• Correlate and troubleshoot alarms from NOC monitoring tools; identify root cause and resolve, dispatch, or escalate as required
• Maintain integrity of Network Management System by routing erroneous alarms to responsible parties
• Troubleshoot issues reported by Cell Site Backhaul customers, Carriers, SLA customers and high-speed data customers to resolution
• Assist field operations with troubleshooting and resolving customer/network-related issues
• Provide support for Call Centers
• Provide additional technical support for other internal organizations
• Answer phones promptly and create tickets for all network troubles
• Assist in completion of scheduled network maintenance
• Track and communicate outages via Incident Management application in a timely and effective manner
• Work non-traditional schedules covering 7x24x365 operations
• Perform after-hours callouts and escalations
• Work independently and as part of a team
• Perform other duties as assigned to ensure proper operation of the NOC

• 3-5 years of Telecommunications or related industry experience
• One year of NOC experience
• Knowledge and experience in troubleshooting high-speed data services including 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 and lead small projects
• Strong oral and written communication skills
• Proficient in MS Office programs including Project and Visio
• Juniper JNCIA certification
• Cisco certifications (CCNA) or equivalent experience
• Knowledge of subnetting 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
• Ability to pass criminal background and drug test

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee. Duties, responsibilities and activities may change at any time with or without notice.

Summit Broadband is an Equal Opportunity Employer. Summit Broadband, Inc. participates in the E-Verify program.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industries:
  Telecommunications

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