Job Description

Performance Expectations:

Responsible for maintaining high standards of work performance to include, but not limited to the following:

• Personal accountability: Reporting for work on time, notifying supervisors of any necessary overtime, accurate timesheet reporting, accounting, and managing personal time off.
• Conduct: Professional conduct in how we interact with our peers, management, and customers, maintaining a neat and professional appearance, staying motivated and displaying a positive attitude at work.
• Initiative: Displaying initiative in the absence of management by acting and accepting responsibility, ability to work efficiently with minimal supervision, having the ability to cover other shift responsibilities in the absence of team members.
• Teamwork: Ability to work well with peers on daily tasks and responsibilities towards a common goal, ability to resolve minor conflicts within their team without management intervention being necessary.
• Communication: Ability to effectively communicate important information verbally, via IM, or email.

Special Projects: Ability to accept and complete special tasks or projects outside of the normal range of an individual’s normal responsibilities.

How You Will Contribute And What You Will Learn

Roles/Responsibilities:

• Network Fault Management: Perform Nokia network fault isolation and repair.
• Event Management Support: Ensure that on shift or on call supervisor is promptly notified of all Network, Environmental and Infrastructure events requiring Event Notification.
• Case & Change Management: Properly open, status, update, and close repair activities in appropriate databases. Direct field resources to resolve facility impairments or outages.
• Emergency Response: Providing backup and support Tier III during critical or catastrophic network events.
• Workload Management: Ensure all appropriate equipment alarms/tickets are being actioned. Actively monitoring the network and managing a shift brief.
• Project Management: Projects will be assigned and expected to be completed by a certain deadline.

General Day-to-Day Tasks:

• Perform Transactional Work: Create, update, close, and dispatch Salesforce cases and related cases.
• Monitoring Networks: Monitor appropriate Customer Networks and/or any other NMS as required to provide prompt response to TDM, SONET/SDH, DWDM, OTN 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 the 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 supervisor conference calls for important process and personnel updates.
• Reporting: Capture necessary network data to report on network performance and availability

Key Skills And Experience

Knowledge, Skills or Abilities

• 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.
• Good analytical and problem-solving skills.
• Advanced knowledge of the OSI Model and common telecommunications technologies and protocols such as: TCP/IP, Ethernet, SONET/SDH, DWDM, DNS, T1s, T3s, etc.
• Ability to be self-motivated and a self-learner.

Required Skills/Competencies:

• 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, SONET, Optical Transport Networks, Ethernet, T1, Frame-Relay, xDSL, Circuit and Soft Switching, TCP/IP, VoIP, and VoATM.
• Previous NOC 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.Netcool, openNMS), Centralized device and remote device management i.e. telnet, SNMP, ftp.