NOC Technician - II in Bluffton, SC at Hargray

Date Posted: 7/30/2018

Job Snapshot

Job Description

General Description of Position: The NOC Technician Level II primary functions include monitoring Hargray Communications’ network infrastructure, investigating alarms down to root cause for repair or dispatch and providing second level support and training for NOC Technician I.   Creating trouble tickets for tracking purposes, handling after-hours callouts and escalations as part of an on-call rotation, implementing outage restoration procedures and assist in tracking of scheduled network maintenance.


Duties & Responsibilities:


  • Trains entry-level technicians to a basic understanding of Hargray’s Network and Equipment
  • Provides support and assistance to NOC Technician I’s
  • Upgrades of Network Elements as necessary
  • Performs configuration backups of network equipment as necessary
  • Assists with customer notifications and other change management activities as necessary
  • Prepares operations review and leads the change management call in the absence of the Change Coordinator
  • Assists with preparing SLA monthly reporting as necessary
  • Performs Root Cause Analysis (RCA) on service failures as necessary
  • Performs ongoing audit and update of alarm response instructions and enter into Monolith AssureNow
  • Performs routine updates to the Monolith AssureNow enrichment table
  • Maintains surveillance of network at all times
  • Correlates and troubleshoots alarms collected by NOC monitoring tools. Identify root cause of trouble and resolve, dispatch or escalate as required
  • Maintains integrity of Monolith AssureNow by referring erroneous alarms to responsible parties
  • Troubleshoots issues that are reported by Cell Site Backhaul customers, Carriers, SLA customers and commercial high-speed data customers to resolution
  • Assists field operations with troubleshooting and resolving customer/network related issues
  • Provides Tier II support for the Technical Assistance Center (TAC)
  • Provides additional technical support for other internal organizations
  • Answers phones promptly
  • Creates tickets for all network troubles
  • Assists in completion of scheduled network maintenance
  • Tracks and communicates outages via NORAD in a timely and effective manner
  • Works non-traditional work schedules covering 7 x 24 x 365 operations
  • Performs after-hours callouts and escalations
  • Works independently and as a team member
  • Performs other duties as assigned to ensure the proper operation of the NOC


Job Requirements

Minimum Qualifications:


  • Associates degree or 7 years of equivalent experience
  • 5 years of Telecommunications or related industry experience
  • 1 year of experience working in a NOC environment
  • Must be Juniper JNCIS certified
  • Knowledge and experience in troubleshooting high-speed data services to include small office & home networking, PC network configurations and Email delivery
  • Working knowledge of HFC, Fiber, and Copper plant
  • Metro-Ethernet devices and circuitry
  • VLAN operations
  • TCP/IP, PPPoE and cable modems
  • VoIP
  • DOCSIS 2.0/3.0 and Packet Cable standards
  • Proven ability to manage multiple tasks/projects as well as lead small, directed projects
  • Strong oral and written communication skills are essential.
  • Proficient in all MS Office programs including Project and Visio


Additional Qualifications Desired:


  • Knowledge of Sub-netting and layer 3 routing protocols: RIPv2, OSPF or IS-IS, MPLS and BGP
  • Knowledge of IP and RF video distribution architectures
  • Experience in troubleshooting TDM, WDM, DWDM, SONET
  • Experience in troubleshooting ATM, DSL, ADSL