NOC Tier III MegaPath

GENERAL PURPOSE:

Serve as an escalation point within Technical Services for complex and high visibility customer issues. Identify and correct customer and global solution, provider or technology issues. Provide Liaison to Network, Systems and Design Engineering, or Vendors for more complex issues. Assist in deployments of new customer solutions and provide customer notification of network maintenances.

ESSENTIAL DUTIES / RESPONSIBILITIES:

BACKBONE MONITORING
o Manage communications of all backbone outages between the Technical Services and Network Engineering
o Work directly with Network Engineering after initial triage has been completed

TECHNICAL SUPPORT
o Serve as escalation point for Technical Services to diagnose and resolve complex customer issues where no clear path to resolution is present; facilitate escalation to Engineering level if necessary
o Manage Enterprise Managed Security Services and Move, Add, Change, Delete requests
o Review and determine if any sort of payment(JCO) is needed for request
o Receive, review and process requests for any sort of Mac D
o Configure, troubleshoot, and maintain host and remote network routers
o Implement changes in rules sets, configurations, logging and monitoring
o Facilitate, maintain, and manage backups of router configurations
o Perform automation scripting as necessary
o Outage response
o In real-time, assess and make recommendations for resolution and repair of remote or host site failures
o Contribute to establishing disciplined, defined processes to deal with unplanned site outages

CHRONIC TICKET MANAGEMENT
o Analyze customer solutions to assess stability
o Perform trend analysis to ensure we are stabilizing the customers solution
o Manage global configuration projects to stabilize customer solutions

SERVICE VALIDATION
o Evaluate patches, upgrades, and new features of software, as released by Megapath equipment vendors
o Validate new customer premise equipment and firmware for functionality, performance, and compatibility with deployed solutions
o Verify and approve solutions to support new product offerings
o Facilitate Internal Resolution of identified hardware bugs

TRAINING AND DOCUMENTATION
o Methods and Procedure development for NOC, TAC and Activation Teams
o Train and mentor Technical Services technicians in advanced troubleshooting procedures
o Develop customer solution and new product roll-out troubleshooting documentation
o Educate staff on correct troubleshooting procedures to reduce chronic issues

OTHER REQUIREMENTS:
On-call for escalation/outage response during off hours

OTHER RELATED DUTIES AS ASSIGNED

EDUCATION AND EXPERIENCE:

CCNA, and CCNP certifications
Bachelors degree in related field a plus

KNOWLEDGE, SKILLS, AND ABILITIES:

Excellent written and verbal communication skills
Customer service oriented
Ability to manage technology related projects
Outstanding troubleshooting skills. Including LAN/WAN skills
Demonstrated ability to work in a team environment
Ability to deal with stressful environments and understand a complex technical environment (i.e., multi-tasker)
Self motivated and creative problem solver
General knowledge of various access technologies (e.g., ISDN, Cable, DSL, T-1, Frame, DS-3, and OCx circuits)
General knowledge of Dynamic Routing protocols (e.g., RIP, OSPF, BGP)
General knowledge of authentication methods and OSI Model (e.g., IP, ATM, Ethernet, TCP, UDP, PPPoE, L2TP, RADIUS, TACACS)
Extensive knowledge of IP and subnet addressing
General understanding of VPN tunneling technologies (e.g., PPTP, L2TP, and RFC 2401, 2402, 3031, 3032, etc.)
Strong working knowledge and experience with general Internet services (e.g., HTTP, POP, SMTP, etc.)

PHYSICAL REQUIREMENTS:

Constant computer typing and mousing
Near constant sitting at workstation
Use of telephone with or without headset

SUPERVISORY RESPONSIBILITIES:

N/A.

Location:	AUSTIN United States