Technician, NOC (Tier II) (Swing)

Northwest Open Access Network • Spokane Valley, WA

6d • Onsite

About The Position

Tier II Technical position to provide on-shift monitoring, management, advanced-level troubleshooting response and trouble resolution in order to provide the highest level of network availability by restoring service and minimizing call outs of Field & Network Engineering. In addition, also required to perform DevOps project work in conjunction with IT resources to assist in automating/improving internal NOC systems and tools. This is a mid-level technical position to provide on-shift monitoring, management, advanced-level troubleshooting response and trouble resolution. Must have a basic understanding of telecommunications, and ability to follow documented procedures.

Requirements

• Demonstrated ability to work independently and as a member of a team.
• Excellent oral and written communications skills required.
• Superior interpersonal and professional skills; able to handle stress when working with customer and/or other employees issues with diplomacy.
• Must have a high degree of self-initiative and be able to prioritize and handle multiple tasks with independent decision-making.
• Advanced understand 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.
• 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.
• 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.
• 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.
• 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- even those that are not our problem
• Keep customers updated on trouble resolution progress ( Ticketing, Email, Phone Call)
• Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owner, include. Engineering & Field resources.
• 24x7x365 Awareness
• Awareness of Customer Needs & Tendencies
• Service Level Agreements (SLAs) Maintenance (Reactive & Proactive Prevention)
• Escalate internally and externally as needed to expedite repairs and awareness
• Evaluation of data to determine trends, chronic devices, regions, timeframes
• Train and provide technical guidance to less experienced personnel.
• Identify opportunities to automate repetitive network operations, monitoring, troubleshooting, and reporting tasks.
• Develop, maintain, and troubleshoot scripts and tools used to support network operations.
• Integrate data from network management, monitoring, ticketing, and other operational systems.
• Evaluate emerging technologies, including AI-enabled tools, for opportunities to improve operational efficiency and service delivery.
• Document automation processes, maintainable code, workflows, and operational procedures.
• Participate in a rotational schedule working at the NOC
• Troubleshoot complex customer issues using any and all required skills to perform the necessary duties
• 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