Noc Analyst

**the gig**

You are adept at spinning plates - as well as blocking and tackling - as you are responsible for seeing the full resolution of all trouble tickets and serve as the first line of technical communication with our customers and field staff.

You love collaboration and teamwork as you serve as a liaison between customers, providers, and Nitel’s Engineering team to resolve network problems.

**_This is an entry-level position for our NOC._**

**what you’ll do**
- Monitor NMS (Network Monitoring Systems) for faults and alerts, as well as enhancement/refinement of NMS to provide more insight into production.
- Accurately document & manage all detailed client information and network-related activities and interactions in Salesforce ticketing system.
- Provide technical support for telecom transport services T1, DS3, OCx, Fiber, Wireless, and Ethernet facilities.
- Provide a single point of interface to internal and external clients on issues pertaining to our SD-WAN, MPLS, Internet, VoIP, and other managed services.
- Collaborate with clients, team members, field support staff, and vendor technical resources to isolate problems and implement solutions

**the schedule**
- **Available shifts: 6AM - 3PM // 1PM - 10PM // 9PM - 3AM // 12AM - 6AM**

**what you’ll bring to succeed**
- Certification or Technical Degree in a technical discipline and/or minimum 2 years of relevant experiences required
- English Level should be B2+ or above
- Experience in 24/7/365 NOC operations and process management including working in ticketing systems [Service Now, Remedy, Salesforce, etc]
- Organization skills, a detail-oriented mindset, and the ability to effectively handle concurrent projects
- Capability to solve complex challenges and issues with device configurations, network outages, and troubleshooting of all product and service offerings
- Experience with systems, specifically open source server operating systems, scripting languages, and network monitoring systems
- Knowledge and usage of SolarWinds, PRTG, SevOne, Cacti, Libre or similar monitoring tools
- Basic Layer 2/Layer 3 routing/switching knowledge
- Experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting
- Exposure to Carrier-grade Ethernet Testing & Troubleshooting [including RFC 2544 or related]

**desired pluses**
- Experience with SD-WAN architecture (configuring, installing, troubleshooting)
- Experience with firewalls, VPNs, ACLS, and NATs [Example: Cisco, Check Point, Palo Alto, Fortinet]
- Experience troubleshooting VOIP protocols, SIP call flows, and other voice-related technologies
- Layer 2/Layer 3 routing/switching knowledge
- Exposure to DNS hosting principles and best practices
- Current Cisco CCNA, CCNP, or equivalent certification

**what success looks like**

Quality Control: You will ensure that customers receive the exact product/service (equipment, bandwidth, throughput, etc.) ordered.