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Form of workJob Description
the position
You are ready to step onto the Network Operations Center (NOC) field and take on the role of technical troubleshooter! You are adept at blocking and tackling network challenges like a champ. You provide day-to-day network monitoring and support and receive escalations from customer success which includes front line technical support for all customer and provider interactions. These interactions can range from opening, following up, and closing trouble tickets via phone or email. You love collaboration and teamwork as you serve as a liaison between customers, providers, and Nitel’s engineering team to resolve network problems and ensure our network is always in top shape.
your playbook
- Serve as an initial responder within the NOC, identifying, troubleshooting, and swiftly resolving network problems. Just like a star quarterback, you’ll make the critical plays to keep our network running smoothly.
- Monitor our Network Management System (NMS) for any faults or alerts. Enhance and refine the NMS playbook to provide deeper insights into our network’s performance.
- Document every move in our ticketing system, ensuring we keep a tight record of all network-related activities.
- Provide technical support for a wide range of telecom transport services, from T1 to DS3, OCx, Fiber, and Ethernet facilities. Every successful connection will feel like a touchdown.
- Function as the single point of contact for both internal and external clients, addressing issues related to our SD-WAN, MPLS, Internet, VoIP, and other managed services. You'll be our midfield maestro, orchestrating seamless communication.
skills you bring to the field
- Bachelor’s degree in a technical discipline and/or 3-5 years’ relevant experiences required
- Experience in NOC operations and process management including working in ticketing systems [Service Now, Remedy, Salesforce, etc.]
- Organization skills, a meticulous mindset, and the ability to effectively manage concurrent projects
- Ability to work 1st or 2nd shift work hours, especially weekends, and participate in a rotating on-call schedule
- Ability to work in a demanding environment with limited supervision
- Knowledge and usage of SolarWinds, PRTG, SevOne, Cacti, Libre, or similar monitoring tools
- Thorough understanding of layer 2/Layer 3 routing/switching including routing protocols, ACL, filtering.
- Proficiency with basic network troubleshooting tools – ping, traceroute
- Proficiency with CLI environments for network equipment.
- Proficiency with IP addressing and subnetting – IPv4 and IPv6.
- In depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting
- Exposure to Carrier-grade Ethernet Testing & Troubleshooting [including RFC 2544 or related]
- Current CompTIA Network + certification a plus
- Experience with SD-WAN architecture & troubleshooting methodologies
- Experience with firewalls, VPNs, and NATs [Example: Cisco, Check Point, Palo Alto, Fortinet]
- Experience in a Service Provider environment with both IP & MPLS networks
- Understanding of multiple routing & switching protocols
- Demonstrated ability to troubleshoot and resolve complex network routing problems on Cisco OR Juniper based MPLS networks with BGP, OSPF, and Multicast protocols.
- Experience with SNMP (Simple Network Management Protocol)
- Knowledge and usage of packet capture applications [Wireshark, ColaSoft, TCPDump, etc.]
- Current Cisco CCNA or CCNP certification or equivalent a plus
what success looks like
- Quality Control: You ensure that customers receive the exact product/service (equipment, bandwidth, throughput, etc.) ordered
our rally cry
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day
