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Responsibilities
o Manage the ticket queue and ensure that all reported issues are documented and resolved in a timely manner.
o Interface with multiple internal and external teams, to ensure timely and accurate resolution of all reported or identified network and system issues.
o Perform additional duties as assigned.
o Perform network and system troubleshooting to identify the root cause of a network outage quickly and accurately.
o Investigate outage logs and help determine root cause for service interruptions.
o Help prepare outage reports for NOCC Supervisor and/or NOCC Manager.
o Serve as Tier II support of network operations teams involving complex level customer outages as well as internal network outages.
o 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.
o Assist with training, onboarding, and mentoring of junior NOCC Technicians.
Qualifications
路 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.
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