Technician, Network Operations Center

Rise Broadband•Irving, TX

About The Position

Network Operations Center (NOC) Technicians monitor critical network elements and engage in proactive network systems monitoring, providing 24/7 operational monitoring and support to customer's network and devices throughout our industry. This position is responsible for technical support and issues that come into the NOC via customer and/or monitoring software. This role responds to escalations and resolves issues that arise from hardware and software failures on our network. The NOC is responsible for resolving all manageable incidents within its scope and capabilities supporting first call resolution, escalating only complex or unresolved issues beyond its operational authority. This position is the central communication coordinator for the Company’s Field and Network Operations group. The Network Operations Center Technician (NOC) maintains the network and responds as necessary to incidents across several field divisions.

Requirements

Previous experience in a Network Operations Center preferred.
Strong familiarity with PC, networking and electronics systems.
Basic understanding of networking concepts including Internet Protocol (IP) addressing/subnetting, Virtual Local Area Network (VLAN), Layer 2 switching, Layer 3 routing and Dynamic Host Configuration Protocol (DHCP) and Domain Name System (DNS). Knowledge of IP networking, VLANs, routing/switching, and RF/Wireless infrastructure.
Ability to interpret logs, metrics, and telemetry data for proactive issue detection.
Basic experience with Network Management System (NMS) and monitoring applications.
Strong network problem isolation, resolution, analytical and diagnostic skills.
Basic understanding of electrical theory, electrical operation and broadcast radio frequency (RF).
Ability to work independently and accommodate various shifts in a 24x7x365 environment.
Must be comfortable working in a high stress, fast paced environment with shifting priorities.
Excellent communications skills (verbal and written).
Exceptional attention to detail.
Self-starter who can find and resolve issues as they are identified.
Proficient with Microsoft Office Suite and other job-related software; basic understanding of Microsoft Visio.
Contribute to internal knowledge-sharing and peer mentorship to improve team capability and efficiency.

Responsibilities

Monitor, support and trouble-shoot network issues throughout the Company’s field divisions.
Answer inbound calls and resolve incidents for field service technicians and provide proactive network outage notification to the Network Field Infrastructure team; manage closure and document resolution; perform required maintenance to contain, eradicate and recover from network outages and infrastructure security incidents.
Perform triage and escalation of network events; utilize advanced diagnostic tools to isolate and remediate incidents. Diagnose issues with routers, switches and wireless uplinks; document and escalate issues.
Provide proactive network outage notification and coordinate restoration with Field Infrastructure and Engineering teams.
Access network equipment remotely to identify and resolve issues.
Create and maintain accurate incident and change tickets; document resolution steps and lessons learned.
Maintain the Company’s network environment; utilize all provided utilities, tools and applications; ensure a high level of service availability.
Respond to network alarms and execute the proper classification, prioritization, and escalation workflows. Provide critical service outage notification and escalate issues for timely resolution; notify appropriate Company personnel as appropriate.
Collaborate with DevOps and NetOps teams to identify automation opportunities in monitoring, ticketing, and workflow orchestration.
Maintain and comply with standard Company technical and administrative procedures.
Monitor network status and provide support for issues related to the network infrastructure, hardware and applications.
Develop and maintain excellent customer relationships.
Act as a command center for the Network and Field groups during network crises.
Work with service providers to resolve circuit problems.
Manage the on-call and escalation directory.
Communicate and liaise with all other Company departments; notify appropriate parties immediately of any issues which may affect efficient operations including, but not limited to, outages, service disruptions, tower volume and repeated customer complaints.
Shift work is required inclusive of weekends, holiday and/or evening work and some travel may be required.
Other duties as assigned.