NOC Technology Support
Cogeco Peer 1
Toronto, ON
6d ago

Position SummaryThe Network Operations Center Technology Support is responsible for providing technical, procedural and service guide to our customers and NOC Technologists in a timely fashion.

The position has maintenance ownership of the issues and follows through for all customers until issues are properly closed.

The position will appropriately escalate difficult issues to upper Technical Support.QualificationsEducation

  • 2 - 3 years technology diploma in a telecommunications or networking related program is required.
  • CCNP / CCIP
  • Cisco Certified Network Professional (CCNP) / Cisco Certified Internetwork Professional (CCIP) required.Work Experience
  • 5+ years of technical working experience is required.
  • Experience working in the telecom industry is preferred.Specific Competencies
  • Must possess a high level of customer service skills.
  • Proven ability to work independently and meet aggressive deadlines.
  • Advanced in and experience with telecom grade Ethernet access networks.
  • Proficient in TDM / SONET transport networks.
  • Proficient in DWDM and CWDM networks.
  • Advanced in the delivery of telecom services such as Transparent LAN (TLAN), Metro LAN (MLAN) and Dedicated Internet Access (DIA).
  • Advanced in and ability to train others to most layer 2 protocols including Spanning Tree, 802.1s and 802.1w, 802.1Q, 802.
  • 1P, 8021AD and Transparent VLANs.

  • Advanced in layer 2 bridging / switching, TCP / IP inter-networking and routing with OSPF and BGP
  • Advanced in CIDR address allocation.
  • Advanced in MPLS and VPLS.
  • Advanced in troubleshooting methodology technology and ability to train others
  • Advanced in Network Management systems using SNMP like HP Open View and Solarwinds.
  • Advanced in Incident management ticketing systems such as Remedy.
  • Must be customer focused and an effective communicator.Key Responsibilities1. Provide training on new technologies to NOC Technologist and Provisioning and Test and Acceptance Technicians.
  • 2. Provide functional guidance to NOC Technologist support.3. Conduct network surveillance & management.4. Audit the configuration and implementation on the production network.

    5. Accountable for meeting the requirements of Service Level Agreements (SLA’s) and agreed to requirements for TTR, escalations in time, customer communications, follow processes, etc.

    6. Accept escalation of all technical problems from NOC Technologist, and drive to resolution.7. Oversee maintenances and network changes.

  • 8. Write and / or review documented Method of Procedures for each maintenance situation or implementation.9. Escalate hardware and software issues with equipment vendors;
  • assist in identifying and troubleshooting bugs with network vendors; and, find, test, document and implement workarounds.

    10. Act as a liaison between the NOC, Network Engineering, and Network architecture.11. Responsible for training the NOC on new and existing technologies and troubleshooting procedures.

    12. Perform and write Technical Root Cause Analysis Documents as follow up to Major Network Outages.13. Compiles and summarizes statistical reports that are related in level to the functions inherent in the position.

    14. Be safety and control conscious and aware of established control procedures, laws, and regulations. 15. Respond to departmental needs on an ad hoc basis to meet customer needs on an urgent basis.

    16. Other duties as assigned.Physical Demands and Visual Acuity

  • Intense concentration required for short and long periods of time.
  • Long periods of sitting.
  • Keyboarding.Work Environment
  • Mostly network operations center
  • Position Summary Qualifications Work Experience Specific Competencies Key Responsibilities

    Apply
    Add to favourites
    Remove from favourites
    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form