Network Operations Technician

Position Summary:

Monitor and Troubleshoot Networks

It is the NOC technician’s responsibility to monitor network systems to ensure the proper operations of routers, switches, wireless backhauls and wireless access points. NOC technicians provide next level support for priority support calls, clients, and internal field technicians. NOC technicians diagnose network troubles, troubleshoot network troubles, and provide resolutions to said troubles.

Maintaining the Network

NOC technicians oversee the preventative maintenance of all networking equipment from various manufacturers. NOC Technicians troubleshoot, repair and provision replacement routers, switches, backhauls and wireless access points. Technicians configure new equipment for new services, run tests, and perform upgrades to hardware and software to ensure network stability and prevent interruptions due to failures or outages.

Support Field Activities

NOC technicians will direct field technicians by relay details about network issues. NOC technicians will schedule field technicians to be on site to be eyes and hands while working on networking equipment. They assist technicians on the phone and document issues and repairs.

Essential Functions and Responsibilities:

Specialization includes:

• Research and implementation of appropriate firmware for given specialty.
• Active involvement in appropriate forums for given specialty.
• Troubleshooting non common issues for given specialty.
• Documentation, Training, including Knowledgebase Articles for given specialty.
• Responsible for specialty being in pertinent systems. (CNMaestro, Zabbix, IPAM, Cacti, etc.)

Specialization Responsibilities:

ADP, AP Capacity Management – Responsible for AP capacity management and AP design; projecting needs and timeframes for upgrades as well as recommendations for upgrades. Responsible for firmware management and testing. Goal is to complete 5 AP designs per week and scorecard updated.

Auditor – Responsible for auditing tower locations to verify that all equipment is reporting to Zabbix correctly. Goal is to have 7 towers per week audited to report correctly and scorecard updated.

Back Haul - This specialization will be tied to the evening shift. Responsible for monitoring backhauls through capacity management and latency graphs. Projecting needs and timeframes for upgrades as well as recommendations for upgrades. Also responsible for VLANS and costing to manage traffic in the network. Goal is to identify and design 3 BHs per week and scorecard updated.

Equipment provisioning – Provision all staged equipment for upgrades, installs, and repairs.

Night Shift - Responsible for executing all customer impacting CMFs generated by the team. Executing TPS Process.  Responsible for performing Frequency Scanning and load balancing. Responsible for overflow work as assigned by Net Ops manager.  Responsible for outage notifications being sent.

Routing, Switching, Ring Capacity – Responsible for infrastructure routers and switches.  Responsible for capacity of all points on the ring, fiber BH’s, and upstream providers.  Projecting needs and timeframes for upgrades as well as recommendations for those upgrades.  Goal is to keep ring capacity below 80% and scorecard updated.

TPS Process – Responsible for completion of TPS for wireless towers and fiber build outs. This will require adding new tower and fiber equipment into the NetOps reporting systems and verifying equipment in the field. (CNMaestro, Zabbix, IPAM, Cacti, etc.) Goal is to have zero overdue TPS and scorecard updated.

Trouble Support – Responsible for handling phone calls from the Field, NWDC and Commercial Customers. Responsible for trouble escalations from Tech Support. Also responsible for Zabbix alarms and clearing. Work with Commercial customers to resolve troubles with support from the rest of the NetOps department.

Tools - Responsible for researching, testing, and maintaining NetOps system tools (CNMaestro, Zabbix, IPAM, etc.).

Tower investigation – Investigate new tower locations for offloading traffic from existing towers. Goal is to identify 10 tower locations per month and scorecard updated.

VoIP/Customer Support - Responsible for VoIP system configuration, performance, and troubleshooting. Responsible for customer support items such as escalated tickets from Tech Support. Responsible for handling phone calls from Field and NorthWest Data Com.

COMPLEXITY:

• Work on diverse, but mostly moderately complex tasks and assignments. Applies the organizations policies, procedures, and practices, as well as own knowledge to develop solutions.

IMPACT:

• Work directly impacts team objectives and contributes to overall functional and organizational objectives. Will conduct work important to our customers, and internal team members.
• Receives general direction from immediate supervisor/manager.  Takes initiative and is self-managed within assigned tasks. Receives detailed instructions on new projects and tasks.  Exercises independent judgement within assigned tasks. Collaborates with supervisor/manager on methods outside of standard practice necessary for success.

Required Education/Experience:

NOC technician job candidates should have an associate degree in electronics or a related area, or a similar amount of work experience in a related field (3-5 years).

Required Skills: Success as a NOC Technician depends on one’s ability to diagnose and resolve issues using technical abilities, computer knowledge, and analytical skills. Candidates should display the following:

• Familiarity with networking technology –Should be well-versed with the functioning of networking equipment, such as switches, routers, and firewalls, among others. Routing, Switching, Wireless. Ethernet, TCP/IP.
• Computer skills – NOC technicians must have knowledge of computer networking, and wireless technologies. Understanding of packet tracing to assist in troubleshooting.
• Customer service – resolving customer network (wireless and/or fiber) or networking issues (routers, switches, and routing protocols) in a timely and successful manner.
• Troubleshooting – NOC technicians troubleshoot customer and network troubles to completion or escalation to next level of support.
• Analytical thinking – Ability to analyze given information about network problems to arrive at real solutions for the customer, be it external or internal.
• Problem-solving skills – Ability to diagnosing network troubles and resolve trouble in a timely and professional manner.
• Communication skills – NOC technician must have strong verbal and written communication skills, as it is essential to clearly document customer troubles for quick resolution.

Preferred Qualifications:

• Cisco Certified Network Professional (CCNP)
• Cisco Certified Entry Level Technician (CCENT)
• Juniper JNCIA-Junos
• Juniper JNCIS-SP
• CompTIA Network
• Mikrotik Certified Routing Engineer (MTCRE)
• Mikrotik Certified Inter-Networking Engineer (MTCINE)
• Ubiquiti Broadband Wireless Specialist (UBWS)

Competencies Required:

• Problem solving skills: Investigate appropriate resources and involve partners when appropriate. Future oriented. Assess what will help or hinder achieving organizational goals. Focus on what is important.
• Interpersonal skills: Deal with others in a considerate, respectful, and unbiased manner. Approach conflict proactively. Solicit and share feedback openly. Listen with empathy and maintain composure.
• Accuracy: Draw on facts collected from a broad knowledge of organizational goals and processes.
• Adaptability: Correct behaviors and communication style to meet the needs of a wide range of situations. Tackle obstacles appropriately. Comfortable with ambiguity.
• Reliability: Accountable to others; does what it takes to get the job done. Actions are consistent with words. Follow through on commitments. Exhibit exceptional integrity.
• Attitude: Display commitment to the organization and to personal growth. Is self-motivated and able to motivate and inspire others. Assert self appropriately to champion ideas. Tell the truth in a direct and constructive way.
• Initiative: Self-directs with a strong tendency for action. Lead the way to improve performance or processes. Display keen interest in our customers and our organization. Self-direct with a strong tendency for action. Lead the way to improve performance or processes. Display keen interest in our customers and self-directs with a strong tendency for action. Lead the way to improve performance or processes. Display keen interest in our customers and our organization.

Eligible Benefits:

• Health Insurance
• Free internet package
• Referral bonus opportunity
• Paid time off
• Discount services program.

Disclaimer:

This Job Description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. This Job Description does not constitute a contract of employment and the organization may exercise its employment at-will rights at any time.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Weekends as needed

Experience:

• Computer networking: 1 year (Preferred)
• LAN: 1 year (Preferred)

Work Location: In person

Salary : $16 - $20