What are the responsibilities and job description for the Telecommunications Network Operations Technician position at WIVERSE?
Location:
Melville NY, Rochester NY or Doral FL
Hours that will be worked: 8AM – 5PM, Tuesday thru Saturday or 2PM – 11PM, Tuesday thru Saturday. Please review with your candidate and list the shift preference on the top of the resume.
This will be hybrid, with 3 days in the office and 2 days are WFH. This schedule will be decided at the beginning and remain the same.
No Expenses
Note: This is not an IT or helpdesk role.
Role
The NOC Technician will be responsible for monitoring network events, initiate incident, perform high level triage and manage escalations and notifications in a 24 by 7 environment. The position will require direct communication with customers as necessary and work closely with Tier2 organization. The NOC technician is expected to be able to diagnose hardware, software and system issues.
Responsibilities
- Responsible for the 24x7x365 monitoring of all critical systems and answering customer support calls
- Answer customer calls, create tickets and perform initial triage for issue resolution
- Monitor network alarms, create tickets and perform initial triage for issue resolution
- Identify customer impact and urgency
- Resolve the issue if possible by utilizing documented processes and run books
- Escalate/Assign tickets to appropriate internal support teams if the issue cannot be resolved within define guidelines
- Own accountability of the incident ticket until ticket closure by observing ticket progression by continued oversight of the incident for appropriate progression
- Perform direct communications to customers for updates as necessary
- Send all incident updates and notifications to defined recipients (internal engineers, management or external customer) as necessary in accordance to defined notification procedure
- Once incident is deemed resolved, verify and close tickets
- Ensure ticket handover during shift changes in accordance to operations guidelines
Education/Certifications
- High School Diploma or equivalent experience
Experience/Minimum Requirements
- Strong work ethic and multi-tasking ability
- Able to work unsupervised but also utilize direction, supervision, and training effectively
- Excellent analytical problem solving and decision-making abilities
- Strong written and verbal communication skills
- 1-2 years’ work experience in telecommunications or similar fields
- Understanding of standard concepts, practices, and procedures within the telecommunications field.
- Experience and understanding of some or all of the following areas: SONET, IP subnetting and layer 2/3 routing, DWDM, dark fiber services
- Experience with some or all of the following equipment platforms: Ciena Optical platforms, Cisco Optical platforms, Infinera, Juniper MX and EX series, MRV switches, Cisco routers and switches
- Understanding of NMS and EMS systems to navigate and troubleshoot efficiently
- Experience with Layer2/3, BGP, IPv6 and/or JUNOS a plus
Job Types: Full-time, Temporary
Pay: $30.00 - $35.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- monitoring all critical systems/customer support calls: 2 years (Preferred)
- high level triage and manage escalations: 2 years (Preferred)
- Monitor network alarms/create tickets/perform initial triage: 2 years (Preferred)
- Ciena Optical platforms, Cisco Optical platforms, Infinera: 2 years (Preferred)
- Juniper MX and EX series, MRV switches: 2 years (Preferred)
- Cisco routers and switches: 2 years (Preferred)
- Layer2/3, BGP, IPv6 and/or JUNOS: 2 years (Preferred)
- diagnose hardware, software and system issues: 2 years (Preferred)
- NOC environment: 2 years (Preferred)
- configuration, layout, maintenance of the entire network: 2 years (Preferred)
- monitoring and surveillance: 2 years (Preferred)
- NOC tickets: 2 years (Preferred)
- SONET, IP subnetting and layer 2/3 routing: 2 years (Preferred)
Work Location: Hybrid remote in West Henrietta, NY 14586
Salary : $30 - $35
