NOC Technician II

NOC Technician II

The NOC Technician II is a midlevel (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 proceduralbased 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 (StandardShift 8x5 MF 8AM to 5PM Eastern Weeday SwingShift 8x5 MF 2PM11PM Eastern WeekendShift 4x10 FriMon 9AM8PM Eastern Weekday Maintenance Shift 4x10 MTh 10PM to 9AM). Rotating oncall support for escalations offhours. Occasional light travel 12 days) for inperson 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/deprovisioning 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 selfmotivated study and advancement of technical skills in their current role
• Configuration and troubleshooting of routing and switching technologies in common use in serviceprovider networks
• BGP IPv6 MPLS and VPNs NAT/CGNAT BGP ISISSR / OSPFTE Service Provider Switching (QinQ L2VPN/EVC) Tunnel protocols (L2TP/IPSec/GRE) HQoS for TriplePlay
• Cisco Service Provider / IOSXR 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 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 AntiVirus) 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 deescalation during difficult customer interactions
• Ability and patience to explain and relate technical topics to nontechnical 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
• Selfmotivated 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 MEFcompliant 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 CEA/CEP and/or CRSA/CRSP/CRSC
  • Cisco CCNPSP or higher (Service Provider tracks)
  • Juniper JNCISSP or higher (Service Provider tracks)
  • Nokia NRSI/II or higher
  • Metro Ethernet Forum (MEF)
  • Equivalent professionallevel service provider certifications from any other vendors

Required Experience:

IC