Technician, NOC (Tier II) (Swing)

Northwest Open Access Network • Spokane Valley, WA

11d • $31 - $41 • Onsite

About The Position

This is a Tier II Technical position responsible for on-shift monitoring, management, advanced-level troubleshooting, and trouble resolution to ensure the highest level of network availability. The role involves restoring service and minimizing the need for Field & Network Engineering call-outs. Additionally, the position requires performing DevOps project work in conjunction with IT resources to automate and improve internal NOC systems and tools.

Requirements

• Advanced understanding of Ticketing Best Practices
• Advanced experience in Bridge Management
• Advanced experience in Event Management
• Strong ability to communicate the technical and regulatory status of the NG911 Network
• Strong Experience with Wireless Networks preferred
• Experience in RAN network monitoring, trouble tickets and Transport Elements
• Broad based working knowledge of and ability to maintain cellular systems, transmission facilities, and equipment typically found in a Mobile Telephone Switching Office and Wireless Radio Access Network
• Demonstrated knowledge of Wireless concepts such as Fixed Wireless (Private LTE) and CBRS Services
• Strong understanding of RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP/IP, VLAN technologies
• Strong Knowledge of MPLS Networking, Ethernet Switching and IP Routing
• Understanding of standard network service architectures such as MPLS VPN's and Pseudo wire
• Strong understanding of OSI model and configuration of routing protocols such as EIGRP, OSPF, MPLS, and BGP
• Understanding of circuit emulation for NG911 network
• Understanding of DWDM network concepts and components
• Broad based working knowledge of and ability to maintain complex voice, SONET transport, cable and data networking systems and standards
• Experience in a wide variety of telecommunications networks to include: Cisco, ALU, Calix GPON, Juniper, and ADVA equipment
• Comprehensive understanding of standard operations concepts such as availability, redundancy, reliability and testing
• Diagnosis of basic routing problems
• Knowledge of IP address nomenclature and meaning, IP protocols, IP routing, router and switching components and facilities
• Working knowledge of scripting and programming languages such as Python, PowerShell, Bash, or similar technologies
• Ability to identify opportunities to automate repetitive network operations, monitoring, troubleshooting, and reporting tasks
• Experience interacting with network devices and operational platforms through APIs, including REST APIs and structured data formats such as JSON
• Familiarity with source control and collaborative development practices using Git or similar tools
• Understanding of network automation concepts, including configuration management, data collection, validation, and automated testing
• Ability to develop, maintain, and troubleshoot scripts and tools used to support network operations
• Experience integrating data from network management, monitoring, ticketing, and other operational systems
• Familiarity with data analysis, visualization, and reporting tools used to identify network and operational trends
• Ability to evaluate emerging technologies, including AI-enabled tools, for opportunities to improve operational efficiency and service delivery
• Ability to document automation processes, maintainable code, workflows, and operational procedures
• Demonstrated ability to work independently and as a member of a team
• Excellent oral and written communications skills
• Superior interpersonal and professional skills; able to handle stress when working with customer and/or other employees issues with diplomacy
• High degree of self-initiative and be able to prioritize and handle multiple tasks with independent decision-making
• Minimum of two year of increasing responsibility and experience in a telecommunications central office or operations environment or a minimum of two year of relevant experience in network automation, DevOps, systems administration, software development, or a related technical environment
• Relevant DevOps experience should include practical experience with scripting or programming, automation, APIs, source control, or the integration and support of operational systems
• Must maintain and possess a valid driver’s license, proof of insurance, and a satisfactory driving record
• Must be a resident of Washington located in the Spokane Valley area

Nice To Haves

• Strong Experience with Wireless Networks
• Nokia NRS-II, CCNA for Technician I and II, CCNP for Technician III (Cisco), Juniper certifications preferred

Responsibilities

• Answer all incoming service-related call escalations
• Troubleshoot customer service issues
• Keep customers updated on trouble resolution progress (Ticketing, Email, Phone Call)
• Escalate severe or chronic customer issues and create performance improvement plans in collaboration with the Product owner, including Engineering & Field resources
• Maintain 24x7x365 Awareness of the network and customer needs
• Adhere to Service Level Agreements (SLAs)
• Perform reactive and proactive maintenance for network prevention
• Escalate internally and externally as needed to expedite repairs and awareness
• Evaluate data to determine trends, chronic devices, regions, and timeframes
• Train and provide technical guidance to less experienced personnel
• Participate in a rotational schedule working at the NOC
• Troubleshoot complex customer issues using any and all required skills
• Consult with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions

Benefits

• Defined Benefit Retirement Plan through the WA State Department of Retirement Systems
• 457b Optional Supplement Plan
• Medical, Dental and Vision insurance
• Accidental Death and Long Term Disability Plan
• Combined Paid Leave
• 11 Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree