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TITLE:  Network Operations Center Technician: Tier II

REPORTS TO/EVALUATIONS:      Network Director / Annual evaluations by the Network Director

JOB GOALS:  This person will be part of a team of experts who are responsible for handling network support escalation, managing network performance, network deployment and more. The team is primarily responsible for managing service uptime and quality through understanding network performance and proactively identifying issues before they become customer affecting. In the event that we have customer impacting issues, this team provides 24x7 escalation support, as well as provide training to NOC and field engineers. This job will require a diverse knowledge of OSS/server platforms, network and access infrastructure elements, radio equipment, and customer premise equipment.

QUALIFICATIONS:

1. High School Diploma or its equivalent.
2. Expected to have a background working with at least two of the following disciplines: Radio Access Networks, Unix/Linux servers, Layer-2/Layer-3 networking, wired transport, wireless transport, and/or RF performance and analysis
3. Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements
4. Knowledge and use of scripting languages such as Perl, Python or others preferred
5. Min 3-5 year’s industry experience including recent practical experience providing technical support in a hands-on production environment
6. Solid written and verbal communication skills
7. Analytical thinker with the ability to “think outside the box” to resolve customer impacting situations
8. Ability to work day, evening, and weekends as required
9. Bachelor degree in related field preferred or equivalent experience

PERFORMANCE RESPONSIBILITIES:

1. Proactively identify system impacting issues through the analysis of network performance data and alerts.
2. Support the introduction of new software releases for network elements
3. Support the introduction of new hardware platforms to the network
4. Support the NOC and field personnel, operations, and engineering with the resolution of day-to-day issues, problems, and questions. Issues will include, but not limited to, working with the wireless access network, layer-2 networks, microwave and fiber transport, and server applications
5. Establishing and Monitoring Network KPIs and taking proactive action to avert network performance degradation
6. Work with Operations and Engineering on the priority of issues in order to resolve the most urgent customer impacting issues first
7. When required, support scheduled and emergency maintenance activities in the maintenance window
8. Report and track on the root cause of network incidents for organizational review
9. Assist with the creation and implementation of documentation and procedures to support operation of the network
10. Troubleshooting, tracking, and resolution of day-to-day network issues that have been escalated from front tier support groups
11. Detailed analysis and characterization of data to identify problems in the wireless network
12. Generating requirements to development organizations for network operational and performance enhancements
13. Perform other duties as assigned.

PHYSICAL REQUIREMENTS:

Walking:  2-4 Hours/Day   Stairs: Rarely 
Standing: 2-4 Hours/Day   Bending: Occasionally 
Sitting:    6-8 Hours/Day   Lifting: (Up to 25 lbs) Occasionally

 TERMS OF EMPLOYMENT: Employment at will; Salary and benefits per negotiated agreement.

 SGRITA is an Equal Opportunity Employer.  It is our policy to make all personnel decisions without discriminating on the basis of race, color, creed, religion, sex, physical disability, mental disability, age, marital status, sexual orientation, citizenship status, national or ethnic origin, and any other protected status.