NOC Administrator - 2nd Shift

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

Job summary

Surf Internet is seeking a Network Administrator in Byron Center, MI to monitor and troubleshoot daily fiber-based network operations. You will support, test, and resolve hardware/software issues, install routers/switches/FTTH equipment, and coordinate enterprise customer communications.

The role requires strong networking knowledge, customer interaction, and ability to manage multiple tasks with urgency. Shift is 2nd shift, Tue-Sat, 2:30 PM–11:00 PM EST, with non-exempt status.

Qualifications

• Experience or education in Engineering, IT, Computer Science or related field preferred.
• Strong analytical and problem solving skills.
• Understanding of core networking protocols and fiber networks (BGP, OSPF, MPLS, DWDM, GPON, etc.).
• Ability to interact with customers and work with urgency.
• Detail-oriented and able to multitask across projects.

Responsibilities

• Monitor and troubleshoot daily network operations.
• Provide enterprise customer support for network-based applications.
• Install and configure routers, switches and FTTH equipment.
• Create and manage tickets for incidents and changes.
• Coordinate dispatch and remote support for field resources.

Skills

BGP

OSPF

MPLS

VPLS

DWDM

SONET

GPON

Active Ethernet

Customer communication

Multi-tasking

Education

Engineering / IT / CS degree

Job description

Job DetailsJob Location: Byron Center Office - Byron Center, MI 49315Position Type: Full TimeEducation Level: High SchoolSalary Range: $28.00 - $33.00 HourlyTravel Percentage: None

Overview

The Network Administrator’s primary responsibility is to montor, 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

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

QualificationsQualifications

• 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