Job Description

Responsibilities

• Primary responsibilities are second level support functions for Networking Layer 1, 2 and 3 for hardware and software problem determination and resolution efforts.

• Triage tickets, troubleshoot incidents, and escalate issues to management, Tier 3 level Network Engineers or other teams by following established standard operation procedures (SOP).

• Identify, diagnose, and resolve problems affecting network performance that have been escalated and unresolved within the NOC team.

• During significant and multiple customer impacting network outage events, participate in troubleshooting, isolation, and resolution.

• Draft and Peer Review Standard Operating Procedures (SOP) to ensure consistent and accurate troubleshooting procedures.

• Demonstrate professional and superior customer service and interpersonal skills while identifying, prioritizing, resolving or escalating issues within SLA guidelines.

• Monitor tickets to ensure they do not exceed SLAs and contain timely and complete updates.

• Escalate issues to appropriate on-call departments quickly and efficiently to resolve problems following established escalation matrixes within Service Level Agreement (SLA) requirements.

• Escalate tickets with service providers to get prompt resolution and focus on the issue while making sure their adherence to the applicable SLA.

• Perform changes at a network level to avoid impact of planned vendor maintenances/outages.

• Take ownership of and follow up on escalated tickets to ensure compliance within SLA.

• Mentor other CMC personnel and participate in career development and coaching.

• Work with Engineering to improve Tier 1 and 2 troubleshooting while providing permanent solutions to chronic issues.

• Provide and validate root cause analysis for major and minor network outages.

• Coordinate vendor activity for the various Layer 1 platforms used across the network.

• Escalate problems to the internal CMC third level support group and external vendors as required.

• Identify chronic problems and take action to identify and resolve them.

• Perform RFO (Reason for Outage) on Transport level problems.

• Ensure that all changes and maintenance are in compliance with the Change Control policy and Change Management processes.

• Assist with weekly and monthly maintenance activities as required for external support vendors or internally requested maintenances.

• Provide support with implementation of complex solutions for customers.

• Maintain technical expertise and required industry certifications and stay current with new and emerging Layer 1 technologies.

• Provide Layer 1 technical training sessions to the CMC Team

• Participate in network disaster recovery tests for the production network.

• Continue to expand knowledge of Layers 2, 3, & 4.

• Identify, diagnose, and resolve problems affecting performance that have been escalated and unresolved within the NOC team.

• During significant and multiple customer impacting network outage events, participate in troubleshooting, isolation, and resolution.

• Draft and Peer Review Standard Operating Procedures (SOP) to ensure consistent and accurate troubleshooting procedures.

• Escalate trouble tickets with service providers to get proper management focus on the issue.

• Take ownership of and follow up on escalated tickets to ensure compliance with service level agreements.

• Notify affected customers of planned and unplanned vendor maintenances.

• Perform other duties as assigned

Requirements and Preferred Requirements

• Three to five years industry experience in a Network Operations Management or Network Engineering role for a large enterprise or service provider environment.

• Strong working knowledge of the following Layer 1 platforms: Ciena 3500, 5200, 6500, Cisco ONS15454, Turin Traverse 2000.

• In-Depth knowledge of OTN, SONET, DWDM, Carrier Ethernet, T-carrier, and Private-Line.

• In-Depth knowledge in troubleshooting OTN, SONET, DWDM, Carrier Ethernet, T-carrier, and CPE is required.

• In Depth understanding of SONET overhead types and their role in troubleshooting.

• Working knowledge of network transition language (TL1) is required.

• Working knowledge of Ciena’s Site Manager is highly desired.

• Working knowledge of Cisco Transport Controller is desired.

• Ability to identify, correct and update circuit layout records.

• Ability to effectively use Layer 1 diagnostic tools (JDSU, Digital Lightwave, T-Berd) is required.

• Ability to lead and direct 3rd party vendors during problem determination/resolution efforts is required.

• Extensive knowledge of data communication concepts and technologies is required.

• Routing protocols and related technologies knowledge including OSPF, BGP, EIGRP, MPLS and VPLS is required.

• Experience on L2 switching and spanning tree technologies troubleshooting is desired.

• Various technologies such as NAT, VRF, and virtual/cloud, DNS and Load Balancing technologies is desired.

• Working knowledge of Cisco and Juniper IOS is required.

• Cisco CCNA or Juniper JNCIA certification is preferred.

• B.S. degree in Telecommunications Engineering, Electrical Engineering, Computer Science or equivalent skills developed industry experience is required.

• Ability to learn and respond to demands in a fast-paced highly technical environment is required.

• Ability to manage multiple projects and responsibilities is required.

• Ability to effectively work in a team environment, as well as, independently is required.

• Strong organizational, time management, interpersonal, and service delivery skills are required.

• Strong customer service and communications skills (written and oral) are required.

• Strong computer skills and proficiency in productivity tools are required.

Company Description

RemX is the professional staffing division of EmployBridge, a $3 billion staffing organization with more than 600 offices in the U.S. and Canada. For nearly two decades, RemX has specialized in the recruitment of office support, finance and accounting, contact center, information technology and engineering professionals. Using its proven "Exact Match" methodology, RemX matches qualified talent with the right job opportunities on a temporary, contract, contract-to-hire and direct hire basis.