Networks Operations Technician
The Network Operations (NetOps) Technician monitors, maintains, and repairs customer network services to include IP, Ethernet, SIP, TDM, DWDM, and Dark Fiber. As needed, the NetOps Technician will also implement these services for customers. The NetOps Technician must possess a high level of technical knowledge of network troubleshooting regarding LS Networks’ services and the ability to communicate effectively with co-workers and customers.
Open shift: Monday through Thursday 7:00PM - 6:00AM
Essential Tasks : NOC Duties
Provide troubleshooting and repair support for customer and network services as part of a Network Operations Center (NOC).
Collaborate with other members of the NOC in solving complex problems as needed.
Understand, troubleshoot and repair TDM, Ethernet, IP, SIP, TDM, DWDM, and MPLS customer and network issues.
Understand and remotely troubleshoot Fiber Optic networks.
Coordinate and lead customer and network repair events with Field Technicians/Engineers, customers, and contractors.
Respond diligently and deliberately to customer inquiries of service issues.
Provide proactive customer notification of service and network issues.
Document all work performed in a comprehensive ticketing system.
Operate multiple Elemental Management Systems.
Monitor, operate and react to a Network Management System (NMS) for customer and network faults.
Use lab environments to diagnose network issues or network performance reviews.
Schedule, document, implement and lead maintenance activities when necessary.
Facilitate customer notification of network maintenance and planned service affecting events when necessary.
Document and diagnose underlying network architecture issues for submission to Engineering for problem resolution process.
Provide feedback to Engineering on improvements necessary for NMS and OSS for improved service support and repair.
Generate reports of network events, customer outages, and response times for network performance reviews.
Adhere to and recommend enhancements to internal standards, policies, and procedures to ensure superior customer service.
Participate in a call queue and first level escalation requests as required.
Provide Ethernet and IP network design support for Engineering as needed.
Provide off-hour, on-call, and weekend customer support coverage as required.
Implementation, as necessary
Design circuits within and across metro regions for Ethernet, Internet, and TDM services.
Design accurate, complex network solutions requiring multiple routing protocols such as OSPF and BGP. Complex networking services include layer 2 Carrier Ethernet, MPLS and layer 3.
Provide technical service activation, change, and disconnect of:
Internet (BGP & Statically routed)
Ethernet (ELINE & ELAN)
TDM (DS-1 through STS-192)
SIP (with and without IADs)
Assist Engineering with Wavelength (1Gbps, 2.5Gbps & 10Gbps)
Coordinate acquisition of network elements necessary to complete service requests.
Stage equipment for deployment and installation by Field Technicians.
Turn-up & test new circuits and coordinates repair activity with the LEC if necessary.
Coordinate installation and testing of services with Field Technicians and/or end users.
Support order management: coordinate with customers, service order status updates, and respond to technical customer inquiries.
Assist with project management of complex customer network implementations.
Adhere to and recommend enhancements to internal standards, policies, and procedures to maintain efficient and timely delivery of new services.
Perform additional duties or projects as assigned.
Proven experience working as member of a team, with Comprehensive understanding of Ethernet and IP operating within a service provider network.
Understanding of SIP, MPLS, VPLS and related technologies.
Understanding of DNS, BIND, ARIN and associated functions within Internet framework.
Understanding of IP and routing protocols (such as BGP4, OSPF, IPV4, IPV6).
Ability to initiate, complete, and meet deadlines of projects with some direction and guidance.
Ability to maintain a healthy lifestyle as primarily operating during the night hours.
Able to identify a problem quickly and know when to escalate issues during off-hours.
Strong interpersonal / written communication skills.
Strong phone skills, diligent in follow-up activities, excellent organizational and presentation skills.
The ideal candidate will be able to properly manage down time to improve skills or assist in projects.
Physical Demands/Work Environment
The Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. Specific vision abilities required by this job include close vision.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associates degree in a data communications or networking field or equivalent education plus experience.
5+ years of experience working in a mission critical 7x24X365 NOC or service activation group.
3+ years in a carrier/service provider environment dealing with MPLS, IP routing and Carrier Ethernet.
Experience using and understanding of static, OSPF, IS-IS, BGP Routing.
Experience with and understanding of Ethernet traffic types, VLANs, Queuing, CoS and LAGs, 802.1q Standard.
Preference to individuals with experience in a carrier/service provider environment dealing with data transmission (MPLS, SONET, DWDM).
Experience with network diagnosis and troubleshooting.
Ability to demonstrate understanding of network topology design.
Candidates should be comfortable in customer-facing situations as well as internal mentoring roles. They should have strong interpersonal and organization skill sets; be comfortable in a dynamic, fast paced environment, and understand that flexibility and accountability feed directly into customer satisfaction.
The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.
To apply, please email a cover letter, resume and your salary requirements to Jacob McGuire at jmguire@LSNetworks.net with your name and the job title in the subject line.