NOC Administrator - 1st Shift

Surf Internet; Byron Township (MI); On-site; USD 38,572 - 45,460; Full time

Benefits offered by this job

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Job summary

Surf Internet is seeking a Network Administrator in Byron Center, MI to monitor, troubleshoot, and report daily network and systems operations across fiber-based infrastructure. You will install and configure routers, switches, and FTTH equipment, and provide enterprise support for network-based applications.

The role requires strong analytical skills, customer interaction, and multitasking abilities, with a focus on rapid incident resolution and proactive maintenance.

Qualifications

• Experience or education in Engineering, IT, Computer Science or related field preferred.
• Strong analytical and problem-solving skills.
• Knowledge of BGP, OSPF, MPLS, VPLS, DWDM, SONET, GPON and Active E fiber networks.
• Ability to regularly interact with customers.
• Ability to multi-task and handle multiple issues/projects with urgency.
• Strong attention to detail.

Responsibilities

• Incident Management: Monitor Surf network for events and anomalies.
• Outage Management: Lead triage to restore services and mitigate future events.
• Point of contact for Enterprise Customer, IVR and email communication.
• Coordinate dispatch of internet field support resources.
• Remote support with customers, third party partners, or internal teams.
• 24/7 network monitoring and troubleshooting of device faults.
• Validate network alarms and document resolutions.
• Create tickets for enterprise/commercial customers and outages.
• Support change management and predefined procedures for various network segments.
• Perform in-depth troubleshooting and root-cause analysis for incidents.

Skills

Strong analytical skills

Customer interaction

Multi-tasking

Attention to detail

Networking protocols

Problem solving

Education

Engineering/IT/CS background

Job description

Job Details

Job Location: Byron Center Office - Byron Center, MI 49315; Position Type: Full Time; Education Level: High School; Salary Range: $28.00 - $33.00 Hourly; Travel Percentage: None.

1st Shift | Friday through Monday | 7:30 AM - 5:30 PM EST

Reports To: Network Operations Supervisor

Department: Network and OSP Engineering

Job Status: Non-Exempt

Overview

The Network Administrator’s primary responsibility is to monitor, 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.

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
  • Wireless access networks
  • Fiber access networks
  • 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

• 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 urgencyAble to multi-task with different issues and/or projects
• Strong attention to detail