Enterprise NOC Engineer JAM

Enterprise Noc Engineer Jam

This individual will be responsible for the monitoring, and support for Enterprise system components of a geographically dispersed network. They will interface with Backbone Engineering, Regional Engineers, B2B Engineering Vendors, as well as Enterprise Customers to ensure a quality delivery of service to our internal and external customers. They will provide personalized and highly responsive support to Enterprise customers, utilizing first rate communication and technical skills to bring about service restoral in line with MTTR expectations as defined by customer SLA's.

Responsibilities

• Proactively monitor, analyze, and review the network and execute problem avoidance practices in order to maintain a high level of reliability and availability.
• Perform problem analysis and triage, escalating trouble tickets when appropriate. Resolve issues impacting customer services, including outages on technologies including Opti, Switching, Routing, MPLS, Traffic Engineering, and EBH.
• Collaborate with Backbone Engineering, Regional Engineering, Transport Engineering, Vendors, and B2B Engineering to ensure that circuit outages are restored quickly.
• Utilize various network tools, including optical transport clients, for monitoring and testing the network and its devices.
• Collaborate and communicate between Work Order Management, Backbone and Regional Engineering, Field Operations, Vendors and Enterprise Customers.
• Collaborate with Vendors and Enterprise Customers to validate circuits are operational.
• Collaborate with Backbone Engineering, Regional Engineering, B2B Operations, and Vendors to ensure that all documentation is uploaded to the proper support repositories.
• Open and track trouble tickets to resolution, either resolving or escalating to appropriate level of support, including vendor support, acting quickly to minimize MTTR.
• Acts as the owner of problems through resolution; assist in analyzing and taking actions to resolve the problem.
• Assist with Root Cause Analysis on all Enterprise affecting outages and for implementing corrective action plans.
• Proactively monitor, analyze, and review the Enterprise network and execute problem avoidance practices to maintain a high level of reliability and availability.
• Provide Enterprise notification and updates to customers of service impacting events with a frequency and quality that meets customer expectations Essential Job Functions
• Ability to work during evening, night, weekends, and holidays.

Qualifications

• High school diploma or equivalent • Strong teamwork skills and a systems approach to technology support
• Preferred troubleshooting skills, including proficiency in Routing, Switching, and Optical Transport, MPLS, Traffic Engineering, Carrier Ethernet, EBH
• Excellent communication, follow up and interpersonal skills • Ability to diagnose a networking failure that results in unavailable service to the customer and ability to take appropriate steps to correct them
• Excellent follow up and time management skills
• Strong customer service skills as well as a demonstrated attention to detail
• Ability to work independently and able to use sound judgment when solving problems
• Skill in using a Windows-based computer
• Proficient using spreadsheets and word-processing
• Ability and willingness to learn new technologies and skills, as well as adapt to changing environments. Work Experience
• Experience with Cisco routing and switching is a strong plus.
• Requires strong hands-on technical knowledge of network operations, products, and services.
• Prior EBH Backhaul experience a strong plus.
• Prior customer care experience a plus.