Network Operations Center Technician wanted: Salary R340 000 to R360 000 yearly
Network Operations Center Technician wanted: Salary R340 000 to R360 000 yearly
Job Description:
The technician will be responsible for alarm validation, ticket creation, and technical escalation.
The technician will have a good understanding of Network monitoring system related alarms that are generated and how they impact the network as a whole.
Network alarm detection and management are critical functions within the network repair process and can ultimately impact system ability to meet Service Levels Agreement (SLA) commitments made to our Managed Services Customers
Ticket Management: Responsible for case creation in response to internal/external customer requests/issues via call center, email or the customer portal. Case creation, validation of information, and assigning/escalation of cases to appropriate tier for resolution/closure. To provide recorded documentation of timely, quality updates, diagnosis, and resolutions for customer issues
Network Monitoring: Responsible for monitoring, troubleshooting, and managing Infinera equipment and networks using the DNA Network Management System for those Customer who are part of the NOC Service entitlement
RMA Support Management: Return Materials Authorization (RMA) case creation. To control, track, and handle network modules returned by customers or field operations
First Line Maintenance Support Management: First Line Maintenance (FLM) case creation. To coordinate FLM support per Service Level Agreement (SLA) with entitled Customers
Fault Management: Perform equipment/DNA fault isolation and repair. Utilize appropriate tools and logs to interpret/identify root cause analysis
Technical Escalation Support: Responding to and resolving Internal/external customer operational or technical issues
Maintenance Support: Responsible for thoroughly reviewing and understanding parameters of a network scheduled maintenance and to authorize, conduct, supervise or monitor a maintenance in conjunction with other internal or external groups
Mentorship/Training: Trains and develops less experienced technicians, cross-training with other technicians to ensure information flows in all directions, seeks self-improvement by being eager to learn and taking advantage of training opportunities
Shift Brief/Hand-Off: Review and Update of the Shift-brief for all current issues ensuring timely and adequate response on active or pending cases or issues
General Day-to-Day Tasks:
Perform Transactional Work: Create, update, close, and dispatch Salesforce cases/sub cases
Monitoring Networks: Monitor appropriate Customer Networks and/or any other NMS as required to provide prompt response to all network based alarms and events
Event Management: Assist the Tier III by collecting logs, providing external group notifications, documenting event timelines
Managing Assigned Projects: Ensure all assigned are up-to-date and finished product delivered on time
Shift Hand-off: Ensure communication of all active infrastructure and transport network impairments or outages are transferred to the appropriate personnel before leaving shift
Meetings: Attend scheduled / weekly for important process and personnel updates
Reporting: Capture necessary network data to report on network performance and availability
Education:
Minimum Associate’s degree and/or equivalent work experience
Job Experience & Skills Required:
Experience: +3 yrs. in a NOC Environment
Field of Study: Telecommunications or Related Field
A combination of education and experience is acceptable: Yes
Attention to detail with good organizational capabilities
Ability to prioritize with good time management skills
Exceptional customer service skills
Ability to multi-task during major outages
Ability to communicate effectively with managers, customers and vendors on escalation status
Ability to manage technical workload and engage senior technicians and management as appropriate
Ability to maintain a solid working relationship including collaborative technical activities with peers
Good writing and verbal communication skills required
Advanced knowledge of the OSI Model and common telecommunications technologies and protocols such as: TCP/IP, Ethernet, SDH, DWDM, DNS
Good analytical and problem solving skills
Ability to be self-motivated and a self-learner
Excellent communication and “attention to detail” skills, with an eagerness to provide outstanding customer service to internal and external clients
Working experience with LAN/WAN architecture, Satellite, Ethernet, TCP/IP, VoIP
Previous Network Operations Center or related support experience is mandatory
A qualified candidate should have an advanced level of PC experience
Working proficiency in Windows Operating Systems, Microsoft Office, Unix (Linux, Solaris) OS’s, Network Management systems (i.e.Netmac, openNMS), Centralized device and remote device management i.e. telnet, snmp, ftp
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Source: Jobs365
