Business NOC Technician II

JOB PURPOSE

Provide comprehensive support for Enterprise and Wholesale Carrier Business customers by monitoring, evaluating, troubleshooting, and performing tasks to support internal and external customers.

KEY FUNCTIONS

• Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, telephone, Internet, and Enterprise IT services, as well as Advanced Enterprise and Wholesale Business services; quickly identify network events, impaired services, or unplanned outages.
• Monitor network resources, components, and Enterprise Business connections for performance, equipment failures and/or service outages.
• Evaluate network alarm conditions and service outages; follow procedures to validate and classify potential impact.
• Identify and document events as they occur, enter relevant information in Midco's ticketing system.
• Perform preliminary troubleshooting per established procedure; document completed troubleshooting and escalate to the appropriate personnel for additional troubleshooting, mitigation, and restoration.
• Actively coordinate mitigation and resolution of service outages; assist in troubleshooting and pinpointing service outage components.
• Engage and coordinate efforts with third parties and vendors to resolve problems and issues.
• Communicate with users, group members, Engineering, Field OPS, Business Customer Care and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary.
• Review in flight circuit projects prior to turn-up; conduct pre-delivery testing of new carrier circuits and refer any issues to senior NOC or BNE personnel for corrective action.
• Participate in coordinated turn-up of new carrier circuits.
• Coordinate circuit troubleshooting between Midco and third-party resources to address circuit issues.
• Input and review change requests for moderately complex maintenance activity.
• Evaluate maintenance notifications and coordinate maintenance windows with other providers, NNIs and internal customer support teams.
• Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance.
• Coordinate preventive maintenance activity with Field Ops personnel; perform pre/post QC verification.
• Perform proactive health checks as part of normal surveillance; document identified issues and coordinate with Field Ops personnel on corrective action.
• Generate operational reports such as power supply battery health and transponder state.
• Draft, review and update process documentation to ensure all procedures are known.
• Train and guide new hires as required.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES

• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and
• finding ways to cut through ambiguous problems.
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION

• High school diploma, or vocational certification in technology field, or equivalent industry work experience required.
• Minimum Two years of previous NOC, Engineering, Network Operations, or Business Support experience is required; experience in the telecommunication or cable industry is preferred.
• Minimum of two years of internal proprietary methods of service delivery is preferred.
• NCTI “Operations Center Technical Support I” course completed or commitment to complete within the first year of employment.
• Cisco routing and switching coursework to be completed within the first year in position.

SKILLS AND BACKGROUND

• Working knowledge of business networking, including network components, function, and operation; Working knowledge HFC /cable plant components and structure.
• Working knowledge of TCP/IP and other Internet protocols as well as experience with tools such as Ping SNMP, SSH, Trace Route, NS Lookup. Exposure to SolarWinds, Wireshark, Zabbix, Grafana etc. is preferred.
• Working knowledge of enterprise business and wholesale carrier networking including but not limited to Layer II/Layer III networks, IP routing, VoIP, etc.
• Working knowledge of applied routing and switching configurations such as MPLS, VLAN routing, EVC.
• Working knowledge of the following specialties: optical transport, routing, cable modem termination system (CMTS), voice, video and wireless.
• Demonstrated proficiency in all areas of NOC operations; able to handle moderately complex maintenance and troubleshooting duties.
• Working knowledge of network monitoring systems and element monitoring systems.
• Demonstrated proficiency in incident and change management process and procedures.
• Ability to read and comprehend technical literature.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• The noise level in the work environment is moderate.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.