NOC Technician - 3rd Shift

• Monitoring and event management of a national voice, data and video network and Tier I triage and technical support/troubleshooting of related network elements, such as: DWDM, circuit and packet switching, Frame Relay, T1, T3, SONET equipment, VoIP, GPON, microwave, fiber multiplexers, optical equipment, routers and customer premise devices.
• Work closely with IP network, Switch and Fiber Transport engineers as well as Field Technicians and Outside Plant construction teams.

· Utilize a number of different network monitoring tools and element management systems to detect and resolve service impacting events as soon as possible.

· Primary point of contact for other Network Operations Centers.

· Open and work technical support tickets for service impacting events involving 3rd party support vendors.

· Act as liaison and provide a high level internal and external customer satisfaction.

· Set up and manage outage/repair bridges to restore service back to normal operating conditions as soon as possible.

· Engage and escalate to appropriate parties when needed.

• Process equipment return and analysis request for failed hardware [RMA], including writing/documenting Reason For Outage Reports [RFO] as requested      
• Maintain and comply with standard Company technical and administrative procedures
• Answer inbound calls and open, update, close tickets for customer impacting events, outages and maintenances. This includes fully documenting ticket notes and closing tickets with Reason For Outage [RFO]

· Compose and send FLASH notifications, alerts and emails informing wide audiences (including executives) of network outages, jeopardies and other service impacting events.

· Other NOC related duties as assigned, or requested by manager.

· Knowlege of Cisco/Juniper/Telco Systems/Ciena/ADVA/Mikrotik Router and or Switches, Microwave Radios such as Cambium/ NEC iPASOLINK/Bridgewave/SIAE Alfoplus/Ubiquiti AF24/Powerbeam, CBR/UBR/Casa/Arris cable modem termination system or CMTS , Telecom Switches manufactured by Northern Telecom DMS, Metaswitch, and Calix Gpon services. Video Devices manufactured by companies such as Motorola, Pace, Arris, TiVo; Digital Addressable Controllers (DAC), and other related gear associated with delivering Video and Telecommunication Services. Familiarity with third party portal access such as Equinix, Verizon, Juniper, Cisco, Lumen, Netflix Google Ciena ETC

· Working knowledge of Windows OS and strong Microsoft Office skills including Word, Excel, etc.

· Familiarity with Google GSuite applications including Gmail, Chat, Calendar, Meet, etc.

· Experience with Incident Management ticketing systems such as Request Tracker (RT), or Service Now.

· Familiarity with, and experience using Network Management monitoring Systems [NMS] such as IBM Tivoli/Netcool, Cacti, SevOne, etc. or equivalent NMS systems.

· Ability to accommodate irregular scheduling to support business operations when required. Sound computing skills. Developed oral and written communications ability across all platforms including phone, email, instant message, text, video meetings, etc. Capable of reading and writing clear, concise technical reports and letters. Good negotiation and listening skills. Ability to prioritize and organize proficiently in fast paced environment. Reliable, Punctual, Dependable. Creative problem solving abilities. Ability to effectively manage to deadlines. Comfortable interfacing with all levels of organizational management

• High School Diploma or equivalant
• Technical degree, relevant certifications or equivalent work experience acceptable
• Knowlege of ITIL best practices including Monitoring & Event Management, Incident Management, Change Management, and Problem Management processes helpful

Take care of our customers

Take care of each other

Do what we say we are going to do

Have fun

Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.