This position is eligible for our Hybrid Work Policy. Eligible employees can work from home up to one day each week.

JOB SCOPE

The Assoc Network Ops Engineer perform reactive monitoring of all core level telephone, IP and Video elements within network facilities. Responsible for initial triage, escalation, and resolution of network troubles. Also responsible for vendor engagement. Work to provide enterprise-wide Tiered support on converged distribution and access network elements and connections as needed. Under supervision provides support for services and other products.

DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Performs basic network operations functions such as monitoring information on all sites and back haul, identifying deterioration of components and dispatching / assisting field personnel with repairs.
• Identifies, notifies, and escalates network issues.
• Responds to network alarms with the primary focus to discover and resolve customer-impacting issues before customers recognize impact to their services.
• Processes equipment return and analysis requests for failed hardware.
• Composes and sends outage notifications, alerting and informing a wide audience (including executives) of high-risk network events and major customer-impacting incidents.
• Acts as a technical escalation for the ESM NOC, CB Care, TTM, and Day of Job organizations.
• Responds to emails from internal groups and external vendors pertaining to a wide range of customer-facing issues.
• Escalates customer-impacting and install-impacting (new revenue) major incidents to verticals for each line of business, technology product, critical network facility, and service delivery platform.
• Under supervision, manages outage bridges to drive quick resolution to customer-impacting issues. Handles incoming trouble calls.
• Works closely with engineering, field technicians, marketing and vendors to resolve service issues.
• Resolves network problems/faults; escalate as necessary to appropriate parties.
• Tracks and updates problems in the trouble ticketing system.
• Monitors traffic patterns to identify potential problem areas and escalate to take corrective action to implement short term adjustments as well as refer chronic problems to Engineering for permanent resolution.
• Identifies alarm correlations and appropriate response actions for future automation.
• Performs other duties as requested by supervisor.

• Associates or Bachelor's degree in Electronics/Technology or Sciences or industry certification or equivalent work experience
• Network troubleshooting and/or surveillance experience - 0-2 years
• Must be able to work the following shift: Thursday thru Sunday from 9:00PM to 7:30AM

• Ability to work in a teamwork environment
• Knowledge of network operations
• Ability to work with internal and external clients, various operation support groups, vendors, carriers and utilize all network tools and resources to resolve the majority of trouble tickets assigned
• Ability to troubleshoot and correlation event and alarms skills
• Knowledge of topology, platforms, and protocols for IP, Voice, and Video networks
• Knowledge of network operations tools and ticketing platforms
• Demonstrated aptitude to triage and correlate event/alarms

• Office environment
• 24X7X365 Network Operations Environment