Position Overview
The NOC Engineer III functions as the technical troubleshooting lead for the Network Operations Center. They are responsible for applying in-depth knowledge of the network and networking protocols along with excellent communication skills to perform advanced troubleshooting of all issues presented. Their primary function is to perform escalated troubleshooting, following initial efforts from Tier I and II engineers and drive to resolution. This includes not only the technical troubleshooting, but accurate, verbal and written communication to both external customers and internal stakeholders.
Additional functions include executing internal projects related to network performance, assisting to test and onboard new tools and processes, and mentoring the Tier I and II engineers on technologies and best practices. The Network Operations Center is a 24x7x365 environment, and the Tier III NOC Engineer is expected to be available after hours (On-Call) for troubleshooting support during emergencies.Essential Job Functions
- Perform advanced technical troubleshooting of Carrier Ethernet and Internet services for customers in a 24x7x365 network operations center.
- Receive and work escalations from Tier I and II engineers, driving issues toward resolution.
- Assist with Tier I and II functions, including:
- Answering inbound customer calls into the NOC queue during high-volume events.
- Generating and processing trouble tickets for technical support.
- Identifying alarms, performing diagnostics, troubleshooting, and dispatching, as required, to the appropriate Carriers or FiberLight field service technicians.
- Mentor Tier I and II engineers on technologies and best practices, working alongside NOC management and to raise overall performance of the team.
- Identify potential improvements in NOC systems and processes, communicating those opportunities to NOC leadership.
- Understand and support multiple network topologies simultaneously, with a variety of differing standards, protocols, and equipment models.
- Execute tactical projects in support of network growth and stability.
- Work with internal teams, including Engineering, Field Operations, and vendor technical support as needed.
- Participate in new service validation, ensuring that circuits are working and ready to be supported by the NOC before they are released to customers.
- Assist NOC Leadership in crafting RFO’s and other customer-facing documents as required.
· Perform duties in a high pressure, reactive environment.Requirements
- Bachelor’s Degree in Telecommunications, Engineering, a related field or the equivalent in training andexperience.
- 5+ years of work experience with communications networks or the equivalent in training and experience.
- Flexibility in work schedule as this position will require occasional escalation during network events.
- Familiarity with the following technologies and protocols: OSPF, MPLS, BGP, ERP, STP and variations DWDM strongly preferred
- Relevant network certifications (for example, CCNA, CCNP, JNCIA).
- Hands-on experience with some or all of the following vendor equipment: Cisco NCS and ASR; Fujitsu 1finity and Flashwave; Ciena switches (6.x and 8.x platforms); Juniper JUNOS.
Other Skills/Abilities
- Superior troubleshooting skills and methodologies.
- Experience in analyzing issues, being able to distill and communicate their relevant aspects.
- Strong technical background in Fiber Networks, Optical Networking, and Ethernet based solutions.
- Excellent written and verbal communication skills, particularly in giving direction and in summarizing complex tasks and events.
- Attention to detail with good organizational capabilities.
- Ability to prioritize workload with good time management skills.
- Familiarity with software-defined networks and network-oriented scripting a plus.
- Must be a self-starter with the ability to work independently.
- Ability to learn new equipment, processes, procedures, design & architecture, and seek continuous professional development to your ability to support the NOC and FiberLight customers.
Physical Requirements
- Must be able to sit, stand, walk, stoop, kneel and reach.
- Must be able to speak, write, read and understand English.
- Must have visual acuity.
- Must be able to lift 0-25 pounds.
