NOC Administrator

Surf Internet; Byron Township (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

Surf Internet is seeking a Network Administrator to monitor, troubleshoot, and report on daily fiber-based network activities. This on-site role in Byron Center, MI requires shift work (2nd Shift, Tue-Sat, 2:30 PM–11:00 PM EST) and reporting to the Network Operations Supervisor.

Responsibilities include incident and outage management, enterprise customer communication, field dispatch coordination, and 24/7 network monitoring across wireless, fiber, and core networks.

Qualifications

• Experience or education in Engineering, IT, Computer Science or a related field of study preferred.
• Strong analytical and problems solving skills
• A working understanding of BGP, OSPF, MPLS, VPLS, DWDM, SONET, GPON and Active E fiber networks
• Ability to regularly interact with customers
• Work with a sense of urgency
• Able to multi-task with different issues and/or projects
• Strong attention to detail

Responsibilities

• Incident Management: Monitor the Surf network for events and anomalies that may lead to disruptions to our customer experience
• Outage Management: Initiate, coordinate and lead triage efforts to restore customer services and mitigate future events
• Point of contact for Enterprise Customer, IVR and email communication
• Facilitate customer outage and maintenance notifications
• Coordinate dispatch of internet field support resources
• Remote support with customer, third party partner, or internal field support resources
• 24/7 network monitoring of device fault events, network health and network dashboards
• Acknowledge network monitoring alarms
• Manually validate network alarms on network devices or with ping/ trace routes
• Creation of ticket for enterprise/commercial customers
• Creation of ticket for network outages
• Facilitate incident/problem resolution
• Facilitate off-net circuit escalations
• Creation of change management tickets
• Change management facilitation
• Change management MOP documentation of predefined procedures
• Performing predefined change management procedures for the following:
• Customer-managed device
• Performing predefined change management procedures on wireless access networks
• Performing predefined change management procedures on fiber access networks
• Performing predefined change management procedures on network aggregation devices
• Perform in depth troubleshooting and network outage root cause analysis for the following:
• Wireless access: common and complex network incidents
• Fiber access: common and complex network incidents
• Network Aggregation: common and complex network incidents
• Network Core: common network incidents
• Maintain approved software revision for the following:
• Wireless access devices (radios, access points)
• Fiber access devices (ONTs)
• Residential managed CPE (Eeros)
• Commercial managed CPE (MikroTik)
• Fiber access shelf (OLT)
• Document common tasks and procedures
• Perform in-depth troubleshooting and network outage root cause analysis for the following - Research and update device configurations based on SOW:
• Wireless Access (AP)
• Fiber Access (ONT)
• Customer Managed Devices
• Fiber Access Shelf (OLT)
• Network Aggregation Devices

Skills

Analytical skills

Problem solving

Customer interaction

Multitasking

Attention to detail

Education

Engineering/CS degree

Tools

BGP

OSPF

MPLS

VPLS

DWDM

SONET

GPON

Active Ethernet

Job description

Overview
The Network Administrator’s primary responsibility is to montior, troubleshoot, track and report on the daily operational activities of Surf Internet’s fiber-based network and systems. The Network Administrator supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Surf Internet network. Recommends and schedules repairs. Provides Enterprise customer support for all network-based applications. Installs and configures routers, switches and FTTH equipment.

Overview
The Network Administrator’s primary responsibility is to montior, troubleshoot, track and report on the daily operational activities of Surf Internet’s fiber-based network and systems. The Network Administrator supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Surf Internet network. Recommends and schedules repairs. Provides Enterprise customer support for all network-based applications. Installs and configures routers, switches and FTTH equipment.
Shift: 2nd Shift | Tuesday - Saturday | 2:30 PM – 11:00 PM EST
This position is an on-site role located in Byron Center, MI. Applicants located outside of this area will be asked to relocate if they are interested in this position and are offered the role.
Reports To: Network Operations Supervisor
Department: Network and OSP Engineering
Job Status: Non-Exempt
Responsibilities

• Incident Management: Monitor the Surf network for events and anomalies that may lead to disruptions to our customer experience
• Outage Management: Initiate, coordinate and lead triage efforts to restore customer services and mitigate future events
• Point of contact for Enterprise Customer, IVR and email communication
• Facilitate customer outage and maintenance notifications
• Coordinate dispatch of internet field support resources
• Remote support with customer, third party partner, or internal field support resources
• 24/7 network monitoring of device fault events, network health and network dashboards
• Acknowledge network monitoring alarms
• Manually validate network alarms on network devices or with ping/ trace routes
• Creation of ticket for enterprise/commercial customers
• Creation of ticket for network outages
• Facilitate incident/problem resolution
• Facilitate off-net circuit escalations
• Creation of change management tickets
• Change management facilitation
• Change management MOP documentation of predefined procedures
• Performing predefined change management procedures for the following:
• Customer-managed device
• Performing predefined change management procedures on wireless access networks
• Performing predefined change management procedures on fiber access networks
• Performing predefined change management procedures on network aggregation devices
• Perform in depth troubleshooting and network outage root cause analysis for the following:
• Wireless access: common and complex network incidents
• Fiber access: common and complex network incidents
• Network Aggregation: common and complex network incidents
• Network Core: common network incidents
• Maintain approved software revision for the following:
• Wireless access devices (radios, access points)
• Fiber access devices (ONTs)
• Residential managed CPE (Eeros)
• Commercial managed CPE (MikroTik)
• Fiber access shelf (OLT)
• Document common tasks and procedures
• Perform in-depth troubleshooting and network outage root cause analysis for the following - Research and update device configurations based on SOW:
• Wireless Access (AP)
• Fiber Access (ONT)
• Customer Managed Devices
• Fiber Access Shelf (OLT)
• Network Aggregation Devices

Qualifications
Qualifications

• Experience or education in Engineering, IT, Computer Science or a related field of study preferred.
• Strong analytical and problems solving skills
• A working understanding of BGP, OSPF, MPLS, VPLS, DWDM, SONET, GPON and Active E fiber networks
• Ability to regularly interact with customers
• Work with a sense of urgency
• Able to multi-task with different issues and/or projects
• Strong attention to detail