NOC Technician II
The NOC Technician II is a mid-level (Tier 2) Network Operation Center technician responsible for the provisioning, troubleshooting, and repair of the Omni Fiber Network and its customer services. The position requires diagnostic ability of routing, switching, and virtual circuit transport above and beyond simple procedural-based troubleshooting scripts. This position focuses primarily on the operations and provisioning of routing and switching, access, and PON network elements for commercial ethernet virtual circuits (MPLS EVC/ELINE/ELAN) and broadband subscribers (FTTH).
Standard office hours are in available shifts (Standard-Shift 8x5 M-F 8AM to 5PM Eastern, Weeday Swing-Shift 8x5 M-F 2PM-11PM Eastern, Weekend-Shift 4x10 Fri-Mon 9AM-8PM Eastern, Weekday Maintenance Shift 4x10 M-Th 10PM to 9AM). Rotating on-call support for escalations off-hours. Occasional light travel (1-2 days) for in-person team meetings or field maintenance experience.
Responsibilities:
- 40% Monitoring, troubleshooting, repair, and documentation of network incidents and escalations from lower tiers of support
- 30% Provisioning/de-provisioning of network elements and customer circuit services
- 10% Maintenance of the operational network including monitoring and controlling work of other teams/vendors during maintenance windows
- 10% Develop structured procedures for Tier 1 triage and repair of repetitive network issues
- 10% Other technical work as directed
Requirements:
- 2+ years of recent experience in a service provider network operations center (NOC) directly troubleshooting and repairing network elements in a Tier 2+ or equivalent role
- Fiber PON / DSL or Cable broadband NOC experience is required
- Experience configuring, monitoring, and troubleshooting service provider networks, residential fiber broadband services, and commercial ELAN/ELINE virtual circuits
- Track record of self-motivated study and advancement of technical skills in their current role
- Configuration and troubleshooting of routing and switching technologies in common use in service-provider networks
- BGP, IPv6, MPLS and VPNs, NAT/CG-NAT, BGP, ISIS-SR / OSPF-TE, Service Provider Switching (QinQ, L2VPN/EVC), Tunnel protocols (L2TP/IPSec/GRE), H-QoS for Triple-Play
- Cisco Service Provider / IOS-XR routers and switches or equivalent devices w/ IOS style CLIs
- Fiber OLT/ONT/ONU PON platforms and technologies
- Metro Ethernet ELINE/ELAN circuits, EIA/DIA circuits, NIDs, and optics
- Physical ethernet/fiber/power/rack and cabling practices in a data center, professional office, or service provider environments
- Knowledge of TCP/IP and the common applications of the Internet (DNS, DHCP, HTTP, etc.)
- Broadband customer troubleshooting and current or prior technical or field support skills
- Accurate and timely execution of common technical support and incident management processes, including ticketing, method of procedure (MOP), customer support, documentation, notification, and change management procedures
- Knowledge of broadband home routers and the configuration/troubleshooting of both basic and advanced home broadband technologies (DHCP, NAT, Port Forwarding, UPnP, Firewall and Anti-Virus) and physical cabling
- Ability to navigate and guide others through Windows, Linux, and common Mobile platforms in GUI and CLI to perform network troubleshooting
- Conflict resolution, empathy, and de-escalation during difficult customer interactions
- Ability and patience to explain and relate technical topics to non-technical people
- Bilingual in Spanish or another language is prefrred but not required.
- Familiarity with WiFi technologies, including Mesh technologies and troubleshooting common WiFi connectivity and speed issues
- Familiarity with the concepts and implementation of subscriber provisioning for broadband services
- Self-motivated to learn and advance their skills in service provider network engineering, technologies, and practices
- Comfortable obtaining and maintaining Ciena CRS and MEF / Ciena CE certification as part of their role.
- Experience on Cisco, Juniper, and/or Ciena Routing and Switching equipment in a service provider MPLS environment providing commercial DIA/EIA/ELINE/ELAN and MEF-compliant virtual circuits to customers is preferred but not required.
- Experience on Ciena routing and switching and PON element management systems such as MCP, Navigator, and MCMS is preferred but not required.
- Familiarity with internet caching technologies and CDNs is preferred but not required.
- Familiarity with common service provider level security threats and mitigation methods is preferred but not required.
- Knowledge of Windows / Linux system administration and common administration tasks is preferred but not required.
- Working knowledge of programming or scripting languages is preferred but not required.
- Any of the following technical certifications are desired:
- Ciena CE-A/CE-P and/or CRS-A/CRS-P/CRS-C
- Cisco CCNP-SP or higher (Service Provider tracks)
- Juniper JNCIS-SP or higher (Service Provider tracks)
- Nokia NRS-I/II or higher
- Metro Ethernet Forum (MEF)
- Equivalent professional-level service provider certifications from any other vendors