NOC Technician

Location: Lviv, Ukraine, United States
Date Posted: 05-21-2018
The Network Operations Center (NOC) Technician shall be responsible for providing 24x7 shift-based support for network infrastructure, virtualized servers and other cloud components. Working with a multidisciplinary team of network engineering, cloud infrastructure and platform operations personnel, the NOC Technician shall be responsible for monitoring, analyzing, troubleshooting and resolving network, server and application related issues. Furthermore, he/she will be responsible for coordinating resolution for Network related incidents as they pertain to globally distributed Data Center, POP and peering locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Participate with a team of Network Operations Center Technicians and perform all administrative responsibilities in accordance with relevant policies.
  • Manage the expedient resolution of all platform related requests escalated by the Customer Support Center in a 7 x 24 x 365 working environment.
  • Provide high level of customer satisfaction by communicating through phone, e-mail, and ticketing systems. Build and maintain supportive working relationships with customers and technical resources.
  • Perform customer, carrier, and Internet access troubleshooting. Analyze, escalate, and resolve service affecting issues in a timely manner.
  • Ability to pro-actively monitor all network circuits, nodes, and throughput using monitoring systems and applications.
  • Provide input into process and procedure for increasing reliability, reducing procedural errors, and managing change within the network.
  • Create and maintain training material for other NOC Technicians. Maintain network documentation, including, but not limited to, asset inventory, resolution runbooks and infrastructure diagrams.
  • Participate in the development of technical requirements for both customer facing network services and internal networks during break/fix activity with Operations personnel.
  • Ensure Maintenance and Service Advisory communications are distributed to customers timely and in accordance with our SOP.
  • Prepare, document, and present staff performance evaluations. Handle any staff disciplinary actions and provide sufficient documentation.
  • Must be flexible to work day and night shifts to cover for scheduled and unscheduled absence. Manage staff work schedules ensuring no lapse in 7 x 24 x 365 on-site coverage.
  • Manage multiple concurrent interdisciplinary projects and ability to work in team environment.
  • Oversee the training and development of staff by meeting with team members on a regular basis and coaching staff to improve on overall performance.
ROLE COMPETENCIES
  • Decision Making/Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
  • Managing Performance - Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provide guidance and assistance to improve performance.
  • Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
CORE COMPETENCIES
  • Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
  • Dependability - Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
  • Initiative - Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.
  • Integrity/Ethics - Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys good news and bad.
  • Teamwork - Meets all team deadlines and responsibilities, listens to others and values options, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.

EDUCATION and/or EXPERIENCE:

2+ years Telecommunications, Network and Operations Service Support Center Management experience; including managing people and process. Familiarity with configuring and managing Juniper and Cisco based networks. Experience with WAN, LAN, Wireless LAN and VPN installation, configuration and troubleshooting. Understanding of Layer 2 and Layer 3 routing protocols including BGP, OSPF, STP and MPLS. Understanding of DWDM technology. Experience with network hardware installation. Effective troubleshooting and analytical skills and ability to manage complex technical projects under pressure. Must have effective written and verbal communications skills and be able to effectively use Jira, Confluence, spreadsheets, Visio, and project management programs.
Knowledgeable and capable with Data Center, Security System, NOC, Call System and BMS monitoring Applications. Proficient with Network protocols, media and Test Equipment. Experience managing staff performance, conducting evaluations, coaching and developing team.


 
 
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