NOC Administrator - 3rd Shift

Surf Internet•Byron Center, MI

2d•$28 - $33•Onsite

About The Position

The Network Administrator’s primary responsibility is to monitor, troubleshoot, track and report on the daily operational activities of Surf Internet’s fiber-based network and systems. The Network Administrator supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Surf Internet network. Recommends and schedules repairs. Provides Enterprise customer support for all network-based applications. Installs and configures routers, switches and FTTH equipment.

Requirements

Experience or education in Engineering, IT, Computer Science or a related field of study preferred.
Strong analytical and problems solving skills
A working understanding of BGP, OSPF, MPLS, VPLS, DWDM, SONET, GPON and Active E fiber networks
Ability to regularly interact with customers
Work with a sense of urgency
Able to multi-task with different issues and/or projects
Strong attention to detail

Responsibilities

Incident Management: Monitor the Surf network for events and anomalies that may lead to disruptions to our customer experience
Outage Management: Initiate, coordinate and lead triage efforts to restore customer services and mitigate future events
Point of contact for Enterprise Customer, IVR and email communication
Facilitate customer outage and maintenance notifications
Coordinate dispatch of internet field support resources
Remote support with customer, third party partner, or internal field support resources
24/7 network monitoring of device fault events, network health and network dashboards
Acknowledge network monitoring alarms
Manually validate network alarms on network devices or with ping/ trace routes
Creation of ticket for enterprise/commercial customers
Creation of ticket for network outages
Facilitate incident/problem resolution
Facilitate off-net circuit escalations
Creation of change management tickets
Change management facilitation
Change management MOP documentation of predefined procedures
Performing predefined change management procedures for the following: o Customer-managed device o Performing predefined change management procedures on wireless access networks o Performing predefined change management procedures on fiber access networks o Performing predefined change management procedures on network aggregation devices
Perform in depth troubleshooting and network outage root cause analysis for the following: o Wireless access: common and complex network incidents o Fiber access: common and complex network incidents o Network Aggregation: common and complex network incidents o Network Core: common network incidents
Maintain approved software revision for the following: o Wireless access devices (radios, access points) o Fiber access devices (ONTs) o Residential managed CPE (Eeros) o Commercial managed CPE (MikroTik) o Fiber access shelf (OLT)
Document common tasks and procedures
Perform in-depth troubleshooting and network outage root cause analysis for the following - Research and update device configurations based on SOW: o Wireless Access (AP) o Fiber Access (ONT) o Customer Managed Devices o Fiber Access Shelf (OLT) o Network Aggregation Devices