Technician, NOC; Tier II); Swing

Job Title:

Technician, NOC (Tier II) (Swing)

Department:
Service Management Office >
Network Operation Center

Reports to:

Service Operations Manager

Noa Net is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Gig Harbor, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers. Noa Net’s members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000.

Learn more about Noa Net at

Tier II Technical position to provide on-shift monitoring, management, advanced-level troubleshooting response and trouble resolution in order to provide the highest level of network availability by restoring service and minimizing call outs of Field & Network Engineering. In addition, also required to perform Dev Ops project work in conjunction with IT resources to assist in automating/improving internal NOC systems and tools.

NOANET Management, Network Users, and Internal NOANET Customer Support groups and all NOANET customers.

• Answer all incoming service-related call escalations
• Troubleshoot customer service issues- even those that are not our problem
• Keep customers updated on trouble resolution progress (Ticketing, Email, Phone Call)
• Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owner, include. Engineering & Field resources.
• Customer focused operators

• 24x7x365 Awareness
• Awareness of Customer Needs & Tendencies
• Service Level Agreements (SLAs)
• Maintenance (Reactive & Proactive Prevention)
• Escalate internally and externally as needed to expedite repairs and awareness
• Evaluation of data to determine trends, chronic devices, regions, time frames
• Network focused operators

• Demonstrated ability to work independently and as a member of a team.
• Excellent oral and written communications skills required.
• Must have the ability to train and provide technical guidance to less experienced personnel.
• Superior interpersonal and professional skills; able to handle stress when working with customer and/or other employees issues with diplomacy. Must have a high degree of self-initiative and be able to prioritize and handle multiple tasks with independent decision-making.

• Advanced understand Ticketing Best Practices
• Advanced experience in Bridge Management
• Advanced experience in Event Management
• Strong ability to communicate the technical and regulatory status of the NG911 Network

• Strong Experience with Wireless Networks preferred.
• Experience in RAN network monitoring, trouble tickets and Transport Elements
• Broad based working knowledge of and ability to maintain cellular systems, transmission facilities, and equipment typically found in a Mobile Telephone Switching Office and Wireless Radio Access Network.
• Demonstrated knowledge of Wireless concepts such as Fixed Wireless (Private LTE) and CBRS Services.

• Strong understanding of RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP/IP, VLAN technologies
• Strong Knowledge of MPLS Networking, Ethernet Switching and IP Routing
• Understanding of standard network service architectures such as MPLS VPN's and Pseudo wire.
• Strong understanding of OSI model and configuration of routing protocols such as EIGRP, OSPF, MPLS, and BGP.
• Circuit emulation for NG911 network.

• Understanding of DWDM network concepts and components.
• Broad based working knowledge of and ability to maintain complex voice, SONET transport, cable and data networking systems and standards.
• Experience in a wide variety of telecommunications networks to include:
  Cisco, ALU, Calix GPON, Juniper,…