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Technician II, NOC (Tier II)

Company: Northwest Open Access Network
Location: Spokane
Posted on: June 22, 2022

Job Description:

Job DescriptionSalary: $23.60 to $42.64 per hour, DOEJob Title: Technician II, NOC (Tier II)Department: Service Management Office > Network Operation CenterReports to: Service Operations ManagerOverview - About NoaNet NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Gig Harbor, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers. NoaNet's members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000. Learn more about NoaNet at https://noanet.net/. Purpose of 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.Position's Customer(s): NOANET Management, Network Users, and Internal NOANET Customer Support groups and all NOANET customers.Essential Duties at All Levels in the Position: Customer Experience (CX):

  • Answer all incoming service-related calls
  • 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.
  • Customer focused operatorsNetwork Management (NMS):
    • 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
    • Network focused operatorsJob Qualifications at All Levels in the Position in KSA's
      • Demonstrated ability to work independently and as a member of a team.
      • Excellent oral and written communications skills required.
      • Must have the ability to train and provide technical guidance to less experienced personnel.
      • 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.With a focus in Communications (COMS):
        • 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 NetworkWith a focus in Wireless (WRLS):
          • 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.With a focus in MPLS/IP Network (IP):
            • 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.With a focus in Optical Transport Network (OTN):
              • 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.Certifications Preferred: Industry specific certifications are highly valued and can contribute toward education. Certifications of preference; Nokia NRS-II, CCNA (Cisco), Juniper certifications preferred. Job Requirements: At All Levels Reporting Relationships: Position reports to: Assigned Manager/ Supervisor of Department Number of Direct Reports: N/A Physical Requirements: This is an Office Position but does require occasional work with other groups. Ability to lift and carry up to 50 lbs. and work in cramped spaces and at heights. Hearing, vision, depth perception, and hand-to-eye coordination sufficient to perform job duties. Visual and auditory acuity necessary to operate equipment and identify color-coding. Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.) Strength and coordination sufficient to perform job duties.Working Conditions: Work is normally performed in an office environment with long periods of computer work. Shift work, overtime and travel is required. Position is subject to dealing with difficult people and situations. Occasional exposure to Inside/outside work; noise; standing; hot/cold temperatures; vibration; cramped quarters.Special Conditions: Required to participate in a rotational schedule working at the NOC; responsibility will include training of lower level technicians; troubleshooting complex customer issues using any and all required skills to perform the necessary duties; and consulting with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.Background /Security Conditions: Based on the position's business needs, background and security checks are subject to Level 1 background checks.Driving Requirements: Must maintain and possess a valid driver's license, proof of insurance, and a satisfactory driving record.EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law. Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.

Keywords: Northwest Open Access Network, Spokane , Technician II, NOC (Tier II), IT / Software / Systems , Spokane, Washington

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