Lead Network Operations Control Center Technician - Overnight Shift

Lead Network Operations Control Center Technician

The primary function of this position is to provide technical oversight and serve as technical escalation of all issues within the NOCC organization. This position is responsible for supporting and providing 24X7 operations center expertise of a wide range of network types (Tower Lighting, Microwave, DAS, and Wired WAN/LAN) and in-building facilities sub-systems (Environmental Controls, Access Systems, UPS, and Generators, etc.). The NOCC Lead will provide the 1st level of technical escalation for the NOC and is also responsible for analyzing problems, recommending technical solutions, and escalating to the engineering teams of any unresolved complex issues.

What You Will Do Primary Responsibilities

• Provide technical guidance to NOCC techs who are responsible for fault monitoring and management, troubleshooting, configuration control, trouble ticket generation and management, and reports development and generation.
• Act as the technical escalation support to the NOC and ensure customer status updates are sent in a timely manner
• Coordinate troubleshooting efforts while collaborating with various technical teams, network engineers/system administrators, and customer organizations.
• Escalate outage incidents with telecommunication providers, if not resolved in a given timeline or SLA
• Provide technical training to new employees to ensure a successful 90-day onboarding
• Make technical and process recommendations to prevent repeating outages
• Document technical know-how or job aid to ensure the NOCC team has the technical knowledge to perform their job
• Help create RFO (reason for outage) documentation for customer presentation
• Ensure the NOC the proper procedure for monitoring facilities systems and implement restart/recovery procedures as necessary.
• Analyze problems; escalate and distribute as applicable to necessary teams, track issues and open incidents through resolution.
• Develop detailed description of system outages as well as provide availability reports that defined SLA (Service Level Agreement) guidelines.
• Ensure the team is using proprietary software programs and timely process incoming alarms in 30 minutes or less. File, extend and cancel NOTAMS in compliance with FAA Specifications.
• Complete and update trouble-ticketing entries clearly and concisely exhibiting excellent written communication skills.
• Ensure that all operational and support procedures, job aides, and documentation are maintained in a current, accurate, and usable state.
• Provide first-level customer escalation and first POC for NOCC Techs.
• Serve as the escalation point for NOCC shift technicians.
• Provide on-call support, including on-call tech rotation.
• Participate in the assimilation and training of new team members.
• Compile and maintain NOCC statistical reports and ongoing NOCC spreadsheets as required.
• Other projects and duties as assigned.

What You'll Need Qualifications & Requirements

• Trilingual in English/Spanish/Portuguese preferred
• H.S. Diploma/GED Associates Degree preferred; and 5-7 years in a Network Operations Center role, or equivalent years of experience including technical and/or administrative/support roles.
• Experience in a tiered network operational support role
• Proven knowledge of network management of WAN/LAN computer networks, data communications, TCP/IP, applications monitoring & diagnostics
• Working knowledge of Nagios or comparable network management tool, ticketing systems, and basic Windows and Linux skills is a plus.
• Demonstrated knowledge and advanced proficiency working with Microsoft Office Suite software including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook.
• Other Network Technical Certifications

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stoop, bend, kneel or crouch.
• Ability to stand, walk and sit.
• Ability to reach with hands and arms
• Visual ability correctable to 20/20.
• Sitting up to 90% of the day.
• Ability to respond verbally in an understandable, professional manner in person and over the telephone.
• Manual dexterity to input data into the computer and the calculator and operate the equipment listed above.
• Ability to lift up to 20 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to function in a 24/7 operation and work a flexible schedule on weekdays, weekends and holidays
• Moderate noise level.