NOC Operations Specialist (2nd Shift)

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

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.