NOC Technician

OPERATIONS TECHNICIAN 3

Job Description:

• Responsible for identifying and resolving customer reported trouble
• Provide advance technical support to include remote trouble diagnostics and correction
• Assist with answering customer calls during overflow/outage situations
• Updates status to customers on an as required basis
• Escalation of customer and network trouble to ensure timely resolution
• Actively work with local exchange carriers and client internal Operations Centers to ensure current services are active and restored within the Service Level Agreements
• Keep the project team updated with daily progress reports on any assigned actions.
• Using Solarwinds and Web Helpdesk access this position will monitor and isolate layer 2/3 problems on the IP platform, VPN and MPLS Network.
• Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and Ethernet

Knowledge:

• Knowledge of Firewalls, specifically Juniper SRX and A10
• Previous experience troubleshooting complex network problems involving power, network hardware, routers, CSU, or carrier services.
• Experience working on complex translations troubles and/or maintenance assignments related to network switching equipment to resolve trouble tickets.
• Advanced expertise with IP routing on multiple router platforms
• Knowledge of TCP/IP, routing protocols, and IP addressing.
• Experience with advance commands in Cisco, Juniper, Alcatel and or UNIX commands.
• Excel at working on complex MPLS issues.
• DNS & e-mail problem expertise
• Experience with Wireless Access Points and various remote switches/MUX’s/VOIP Telephones
• Advanced layer 1 troubleshooting for DS0, DS1, point to point, private line, and Ethernet circuits
• Has ability to understand and isolate physical layer problems
• Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
• Ability to understand and isolate physical layer problems.
• Familiarity with VOIP, long distance and international dialing and routing.
• Ability to identify and resolve customer reported trouble.
• Takes full ownership and accountability in areas assigned. Takes independent action and rarely requires guidance, often proactively take the lead on technical issues/concerns.

General Work Competencies / Abilities:

• Strong technical skill level working on complex assignments within the network systems (implementation, acceptance and change management).
• Ability to resolve complex network problems involving power, network hardware/software, lines, routers, firewalls, modems and terminals.
• Ability to use software/hardware tools to identify and diagnose network status and problems.
• Experience conducting installation and maintenance on complex network monitoring equipment.
• Ability to resolve complex trouble tickets.
• Apply excellent customer service skills
• The desire to work in a complex 24x7 call center.
• Demonstrated proficiency with trouble ticketing application as well as other internal tools
• The ability to work off hours/on call and during holidays
• Expertise Mentoring/Training/Coaching team members

Basic Qualifications:

• Required - Cisco CCNA certifications or equivalent IT technology awareness. Candidate has demonstrated technical helpdesk experience.
• 5 year of technical customer call center experience.
• Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 7 years of related work experience.
• Test knowledge/experience of DS0/DS1 circuits.
• Knowledge of TCP/IP, routing protocols, and IP addressing.
• Experience with basic commands in Cisco, Juniper, Alcatel routers and or UNIX commands.

• Firewall experience, specifically Juniper SRX and A10

Job Types: Full-time, Contract

Pay: $25.00 - $28.00 per hour

Application Question(s):

• Are you ready to work on W2?
• Expected Salary?

Experience:

• Firewall: 5 years (Preferred)
• DS0/1 and 3 circuits: 5 years (Preferred)

Work Location: One location