Business NOC Technician II

Job Description

• 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 M idco and third - part y 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 pr e/ 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, r eview 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.

• 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.

• 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.

• 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.

• 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.