NOC Analyst II

Nitel; San Jose (CA); On-site; USD 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a Network Operations Center (NOC) technical troubleshooter to join their dynamic team. In this role, you will be at the forefront of network monitoring and support, tackling challenges head-on and ensuring seamless communication between clients and providers. Your expertise will contribute to maintaining a robust network infrastructure, while your collaborative spirit will enhance teamwork across departments. If you thrive in a fast-paced environment and have a passion for technology, this is the perfect opportunity for you to make an impact in a cutting-edge field.

Qualifications

• Bachelor's degree in a technical field or 3-5 years of relevant experience required.
• Experience in NOC operations and process management including ticketing systems.

Responsibilities

• Monitor and troubleshoot network issues, ensuring smooth operations.
• Serve as a point of contact for clients, managing telecom transport services.

Skills

Network Troubleshooting

NOC Operations

Technical Support

Organization Skills

Layer 2/Layer 3 Routing

IP Addressing and Subnetting

Basic Network Troubleshooting Tools

CLI Environments

SD-WAN Troubleshooting

Carrier-grade Ethernet Testing

Education

Bachelor's Degree in a Technical Discipline

Tools

Service Now

Remedy

Salesforce

SolarWinds

PRTG

SevOne

Cacti

Wireshark

TCPDump

Job description

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Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!

The Position

You are a Network Operations Center (NOC) technical troubleshooter! You are adept at blocking and tackling network challenges like a champ. You provide day-to-day network monitoring and support and receive escalations from customer success which includes front line technical support for all customer and provider interactions. These interactions can range from opening, following up, and closing trouble tickets via phone or email. You love collaboration and teamwork as you serve as a liaison between customers, providers, and Nitel’s engineering team to resolve network problems and ensure our network is always in top shape.

Your Playbook

1. Serve as an initial responder within the NOC, identifying, troubleshooting, and swiftly resolving network problems. Just like a star quarterback, you’ll make the critical plays to keep our network running smoothly.
2. Monitor our Network Management System (NMS) for any faults or alerts. Enhance and refine the NMS playbook to provide deeper insights into our network’s performance.
3. Document every move in our ticketing system, ensuring we keep a tight record of all network-related activities.
4. Provide technical support for a wide range of telecom transport services, from T1 to DS3, OCx, Fiber, and Ethernet facilities. Every successful connection will feel like a touchdown.
5. Function as the single point of contact for both internal and external clients, addressing issues related to our SD-WAN, MPLS, Internet, VoIP, and other managed services. You'll be our midfield maestro, orchestrating seamless communication.

Skills You Bring to the Field

1. Bachelor’s degree in a technical discipline and/or 3-5 years’ relevant experiences required.
2. Experience in NOC operations and process management including working in ticketing systems [Service Now, Remedy, Salesforce, etc.].
3. Organization skills, a meticulous mindset, and the ability to effectively manage concurrent projects.
4. Ability to work 1st or 2nd shift work hours, especially weekends, and participate in a rotating on-call schedule.
5. Ability to work in a demanding environment with limited supervision.
6. Knowledge and usage of SolarWinds, PRTG, SevOne, Cacti, Libre, or similar monitoring tools.
7. Thorough understanding of layer 2/Layer 3 routing/switching including routing protocols, ACL, filtering.
8. Proficiency with basic network troubleshooting tools – ping, traceroute.
9. Proficiency with CLI environments for network equipment.
10. Proficiency with IP addressing and subnetting – IPv4 and IPv6.
11. In depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting.
12. Exposure to Carrier-grade Ethernet Testing & Troubleshooting [including RFC 2544 or related].
13. Experience with SD-WAN architecture & troubleshooting methodologies.
14. Experience with firewalls, VPNs, and NATs [Example: Cisco, Check Point, Palo Alto, Fortinet].
15. Experience in a Service Provider environment with both IP & MPLS networks.
16. Understanding of multiple routing & switching protocols.
17. Demonstrated ability to troubleshoot and resolve complex network routing problems on Cisco OR Juniper based MPLS networks with BGP, OSPF, and Multicast protocols.
18. Experience with SNMP (Simple Network Management Protocol).
19. Knowledge and usage of packet capture applications [Wireshark, ColaSoft, TCPDump, etc.].
20. Current Cisco CCNA or CCNP certification or equivalent a plus.