What are the responsibilities and job description for the NOC Technician - Tier 2 position at Syringa Networks?
General Summary:
Candidates must be located in the Boise, ID area. This is an onsite position, remote work is not an option.
Syringa Networks, a well-established telecom company specializing in custom network, voice solutions, and managed IT services for businesses, is seeking a Network Operations Center (NOC) Managed Services Technician to join our NOC in Boise, Idaho. The NOC Technician is a member of the 24/7/365 NOC and helps document, troubleshoot, diagnose, and resolve both network and managed services issues. This position performs typical NOC duties including monitoring and interpreting both carrier and local area network alarms and events, creating and managing trouble tickets, and working with customers and other carriers to resolve network and managed services issues. At Syringa Networks, there are multiple potential growth paths for NOC Technicians. Depending on goals, skills, and capabilities, a NOC Technician may be promoted to an IT, Network Provisioning, or Network Engineering role, or promoted to higher-level positions within the NOC. We strongly encourage and promote education with our Tuition Reimbursement Program.
Essential Job Functions:
Provide excellent customer service
Create and manage trouble tickets
Troubleshooting, isolating, and resolving/escalating carrier and local area network issues and events
Communicate and interact with customers, other carriers, and internal groups as needed to drive trouble resolution
Proactively monitor network stability/performance in a 24/7 environment
Support of customer-managed hardware, software, and peripheral devices
Oversee network maintenance activities
Willingness and ability to rotate between 1st, 2nd, and 3rd work shifts
Participate in on-call rotation with other team members
Willingness and available to work extended hours as needed
Actively participate in team training, creation of documentation and process improvement projects
Knowledge, Skills, and Abilities:
Working knowledge of Information Technology concepts (information security, operating systems, networking, development, database, troubleshooting and support)
Working knowledge of Ethernet, MPLS, IP, routing and switching-VoIP/telephony, DWDM, microwave, SONET/TDM a plus
Routing protocols (BGP, IS-IS, OSPF) a plus
Skills and ability to diagnose, identify, and isolate Layer 1 through Layer 3 network issues
Excellent customer-service skills, professionalism, courtesy
Excellent organizational and time management skills and ability to complete tasks on-time
Detail-oriented and process-oriented
Knowledge and experience with Microsoft software applications (Outlook, Excel, Word, Visio)- Microsoft Dynamics a plus
Education and Experience:
2 years of related experience in IT support role -or- a network operation center in the telecommunications industry or similar environment
Associates degree (or higher) in a technical discipline preferred
CCNA certification (or equivalent) required -OR- the ability to earn CCNA certification within 6 months of hire.