Job description

Responsibilities:

• Plan, validate and deploy network corrective measures as needed

• Provide network troubleshooting documentation and run books for the department

• Continuously review all NMS and EMS systems for process improvement

• Interface directly with customers related to identified chronic issues till resolution

• Investigate and supply TRRs to customers as requested

• Work with support and vendors to resolve complex network problems

• Organize and drive all post mortem meetings till resolution and closure

• Provide weekly ticket review related to all NOC tickets to ensure accuracy and content

• Provide the deep dive analysis through the NMS system to proactively identify network issues

• Provide metrics (internal and/or customer facing) to management as requested related to team and network performance

• Lead all complex change management activity

• Provide feedback to management on process and procedural improvement

• Direct compilation and validation of records and reports concerning network operation and maintenance

• Effectively prioritize workload and alter as needed in the interest of the business needs

• Lead by example and drive the core values of the company

• Always ensure a quality customer experience

Qualifications:

•5+ years network administration experience with a NOC environment, include monitoring and surveillance

• Excellent written and verbal communication skills, interpersonal and presentation skills

• Ability to manage complex issues and drive action items with customers and inter-departments

• Ability to promote cross-functional collaboration and teamwork.

• Ability to perform tasks with minimal supervision

Education:

Bachelor's degree from an accredited College or University in computer science or related area required. Equivalent work experience in a similar position may be substituted for educational requirements.

Certifications in leading networking hardware/software required.

Notes from qual call:

the CC manager handles the scheduling based on seniority so this role will start out working shifts that are off hours

2 options for hybrid shifts- 5 day shifts will work 3 days on site, 4/hour days will work 2 days on site

someone who has experience in IT helpdesk will not translate to this role

ideal candidate will have experience in telecom

THIS IS A TIER 2 support role, so someone with only certification experience will not work

LAN side of the house Cable side of things - must have AT&T - telecom experience is a must

Traditional Ethernet - transport (Sonet, Wavelength, WDM service) doesn’t need to have experience in all - must have experience on one side of things

Job Type: Contract

Salary: $45.00 - $50.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Computer networking: 4 years (Required)
• LAN: 4 years (Required)
• network administration: 5 years (Required)

Work Location: Hybrid remote in Rochester, NY

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