Network Management and Support Professionals for Charles City, VA

Management Applications•Richmond, VA

14d•Onsite

About The Position

Network Management and Support Professionals for Charles City, VA Management Applications, Inc., a leading provider of Managed IT Services and Network Management, Design and Implementation is seeking high level Network Management and Support Professionals to provide network support out of a Network Operations Center (NOC). The network consists of passive infrastructure owned by the County including approximately 7 miles of underground fiber optic cable, two cabinets to allow for service provider connection, and 3 towers for installation of broadband wireless equipment. The underground fiber is installed inside the Roxbury Industrial Center and from the intersection of Rt. 106 and Rt. 60 to the intersection of Rt 106 and Chambers Road along Rt. 106. Cabinets will be installed at the entrance to the Industrial Park and at the Rt. 106, Rt. 60 intersection. Two 1 1/4” conduits, and a 144 strand fiber optic cable will be installed along the route, with hand holes and splice enclosures installed so the County can construct drops to adjacent buildings. The fact that the network is “open-access” means that the network infrastructure (fiber, switching, towers, etc.) are owned by the County and multiple service providers will provide service utilizing this infrastructure. Due to the specialized nature of this service, the County needs a highly-qualified firm to operate and manage the existing network, as well as assisting in developing the network based on the County’s needs and resources. This network is the first of its kind in the County and is intended to serve businesses and residents in areas traditionally underserved by incumbent broadband providers. Proper operation and management of the network will be critical to allow its users to fully utilize services to improve their lives.

Requirements

Outage Reporting and Service Restoration: The Operator will be responsible for reporting outages and working towards restoration of service in the event of an outage. This may include fault identification and OSP dispatch in the event of a fiber cut. Upon service restoration, the Operator will be required to follow up with any dispatches and update the ticketing system with all actions taken.
Help Desk: The Operator is responsible for installing, configuring, and maintaining a “Help Desk” presence on the network for service providers and stakeholders in the project such as the County and its partners. The NOC staff will not take calls from end users, but only from service providers. Service providers are responsible for providing the first tier of support to customers.
Quality Assurance: The Operator will provide 24/7 monitoring of the network to ensure all network components are working properly and will manage network congestion using appropriate tools and practices. The Operator will compile and submit reports of key performance metrics such as customer complaints, status of tickets, network outages, fulfillment percentages, and other agreed-upon measures.
Service Provisioning: The Operator will be required to provision new services for service providers. The Operator will also make changes and modifications to existing services as needed. During the provisioning process, the Operator may be required to dispatch for outside plant contractors to perform work and to coordinate that work to ensure the least interruption to the network as possible.
Order Management: The Operator will be required to process service requests according to established build policies and to coordinate with service providers to track tasks and ticket status.
Network Inventory Management: The Operator will document fiber strand utilization and be integral in capacity planning. The Operator will be responsible for updating inventory records due to hardware deployments, replacements, and also for planning replacement of aging or obsolete equipment.
Security: The Operator will be responsible for maintaining the security of the County network and appurtenances and for timely reporting of any potential or actual security breaches. Cabinets and shelters will remain locked at all times and the only key holders will be County staff and OSP contractors. Service providers will be provided key access wherever their equipment is installed. Any parties needing temporary access to facilities will coordinate with the NOC. In the event that the County chooses to install IP cameras at facilities, the Operator will be responsible for ensuring the monitoring and functionality of the cameras.
Service Provider Management: During the formative stages of the network, the Operator will assist the County in all aspects of managing its relationship with service providers including: Attract new services and service providers: Assist potential service providers in developing strategies to offer services and assist them in understanding the financial and technical aspects of the County network; Negotiate contracts and service agreements with providers; Maintain service provider BNA (Broadband Network Agreement - one per service provider); Maintain BNA contract addenda for services (one for each service offered); Provide customer and billing detail to service providers monthly; Collect and process bills; Develop dunning and non-payment policies. For instance, if a service provider is not paying its bills or is causing recurring technical problems (e.g. mis-configured network equipment), the Network needs to have timelines for potential contract termination. The Network will have to notify not only the service provider but all customers of that provider on a similar schedule so that customers have time to make arrangements to move their services to another provider.
Certifications: CCNA, CCNP, CompTIA Network/Security+, Help Desk Certifications, Additional networking and security certifications.
Required Education: 4-year degree preferred. MAI will consider 2-year degrees with exceptional experience.