Manage the ticket queue and ensure that all reported issues are documented and resolved in a timely manner.
Interface with multiple internal and external teams, to ensure timely and accurate resolution of all reported or identified network and system issues.
Perform additional duties as assigned.
Perform network and system troubleshooting to identify the root cause of a network outage quickly and accurately.
Investigate outage logs and help determine root cause for service interruptions.
Help prepare outage reports for NOCC Supervisor and/or NOCC Manager.
Serve as Tier II support of network operations teams involving complex level customer outages as well as internal network outages.
Manage network outages dispatching appropriate technicians to facilitate repair/restoral of the network, escalating issues to vendor support to engineering support as needed, and acting as a liaison between disparate teams to ensure that information is flowing freely between all stakeholders.
Assist with training, onboarding, and mentoring of junior NOCC Technicians.
Qualifications
LEVEL III
REQUIRED
Associates degree in a technical discipline or equivalent related technical experience in a wireless data/communications services capacity required.
Minimum 4 years related experience in specific area or equivalent.
Understanding of telecommunications technology such as LTE, 5G NSA, 5G SA or Gigabit Passive Optical Networks (G-PON).
Understanding of router/switch from Adtran, Fujitsu, Cisco, Juniper, Nokia or Equivalent.
Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages.
PREFERRED
Some work experience in a Network Operations Control Center or as a technician installing testing and maintaining systems in the telephony and/or wireless industry preferred.
Experience with IPv4 or IPv6 network and IP routing.
Strong understanding of routing protocols such as OSP, BGP, ISIS
Strong understanding of the OSI model
Strong understanding of router/switch from Cisco, Juniper, Nokia or Equivalent
Strong understanding of Gigabit Passive Optical Networks (G-PON) preferred.
CCNA (Cisco), CCNP (Cisco) or NSR 1 (Nokia) NSR 2 (Nokia) etc. certification