NOC Engineer Boingo Wireless
Boingo Wireless is searching for a talented, full time, Network Operations Center (NOC) Engineer to join our Operations Team. The Boingo NOC is responsible for monitoring, maintaining and first line response to issues impacting the quality and performance of Boingo?s global Wi-Fi and DAS carrier services network, core provisioning/authentication infrastructure and worldwide footprint of over 600K hotspots. The right candidate will bring years of professional experience in a 24/7 carrier services NOC environment utilizing industry standard tools, diagnostics, communication, issue tracking and documentation for fault detection, response and resolution to meet or exceed SLAs.
Leverage industry standard tools, experience and proactive testing to monitor the availability and performance of server infrastructure and networks.
Respond to alerts, inbound email/voice calls and fault detection with event classification, prioritization, triage, communication, diagnostics, documentation and escalation as needed
Diagnose, troubleshoot and repair network quality and outage issues remotely; Escalate to Production Engineering as necessary.
Create, update and route trouble tickets as needed using trouble ticketing system in response to issues detected. Track ticket status to resolution and close out documentation
Adhere to response and resolution timelines to ensure quarterly network performance and uptime goals/objectives.
Create and update Shift Reports and Turnovers. Participate in the turnover process with outgoing and incoming shift teams.
Maintain network performance standards throughout venue lifecycle through coordination with Systems Engineering and Production Field Engineering Teams for alert/event resolution, threshold definitions, trend analysis and proactive maintenance.
Implement device configuration updates and execute scripted configuration changes on the production network
Coordinate on site break/fix dispatches with third party vendors. Monitors dispatches to ensure they are completed within SLA parameters and assist w/ statement of work to be performed on site
Recommend, design and implement procedures/systems/tools/practices to optimize Network Break/Fix and Quality Operations
Participate in change management and change release process to include change request processing, approval collection, coordination at UAT
Ensure quality and accuracy of all network, issue and process documentation through utilization of internal collaboration tools
3-5 years work experience in Tier 3 or Support Engineering Network Operations role preferably in a service provider environment
One of the following two knowledge bases:
Minimum 3 years work experience with LAN/WAN IP networks, routing/switching technologies/protocols and Wi-Fi access networks
Minimum 3 years experience with Linux support/administration, server health monitoring, application monitoring, diagnostics and basic shell scripting
Strong understanding of RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP/IP, VLAN, WLAN, VPN and Wi-Fi protocols and technologies
Demonstrated experience in Cisco or comparable hardware device configuration, backup and change management
Ability to analyze application or device logs and packet traces for issue diagnosis
Ability to break down complex problems into manageable chunks for fault diagnostics and root cause analysis
Cisco or comparable vendor certifications with 1-2 years experience with associated WLAN/LAN hardware highly preferred
Experience with at least one access controller platform: Mikrotik RouterOS Hotspot, Colubris, Nomadix, Cisco ISG etc. highly preferred
Strong understanding of several industry standard monitoring tools (Tivoli Netcool, Cacti, Splunk, Cisco NCS/WCS, Aruba Airwave etc)
Must be able to generate and analyze reports in Excel w/ intermediate understanding of advanced Excel functions
Excellent written and verbal communication skills
Professional demeanor both externally and internally with meticulous attention to detail and accountability
Ability to diagnose and resolve complex technical problems in a fast paced environment w/ dynamic priorities
Bachelors Degree in Engineering, Computer Science / Information Technology or equivalent demonstrative training/experience.
Flexible work hours a must. Potential for regular night shifts, weekends and on call scenarios
Los Angeles, CA
||10960 Wilshire Boulevard |
Los Angeles, CA 90024