Job Title: Network Operations Center Supervisor I
Department: Network Operation Center
Reports to: Network Operations Center Manager
Location: On-site located in Spokane Valley, WA
Career Overview
Support network operations center analysts in a leadership role by leading, training, and coaching a team of network analysts to provide superior customer support relating to monitoring, troubleshooting and repairing NoaNet's and our NCS members networks consisting of multiple systems including PON, carrier Ethernet, and MPLS. Provide technical support to clients via telephone, remote access, and on-site service; provide circuit design support by interfacing with engineering, provisioning, and customers; provide technical expertise and training to network operations analyst for troubleshooting and maintenance of the network and associated equipment, interface with installers to test and turn up new circuit orders; and other duties as assigned. Provide field support to install, maintain and troubleshoot circuits and systems and, work closely with NoaNet's engineering and sales teams, and provide guidance and support to contract installers.
Responsibilities
- Supervise a team of network analyst to provide superior customer service through effective leadership, documentation, training, and coaching techniques.
- Provide exceptional customer service by possessing strong verbal and written communication skills.
- Ensure NOC Analysts are properly trained and adhere to company policies associated with monitoring the network, proper call handling techniques, and best practice troubleshooting skills.
- Work closely with the field engineering and engineering teams in support of installations, provisioning, troubleshooting, and repair of the network following good engineering practices with a primary focus of network reliability.
- Install and configure network equipment for service order implementation and train network operations analysts to do the same.
- Ability to work in a fast-paced environment and maintain a positive attitude.
- Provide telephone-based technical support to clients and customers.
- Train network operations analysts in learning NoaNet's network architecture, equipment, troubleshooting techniques, and industry standard installation practices.
- Assist in maintaining the internal IT infrastructure of NoaNet systems.
- Assist field installers configuring the network to complete circuit order installations.
- Possess intermediate knowledge of Microsoft Windows, Microsoft Office, and PC and server hardware.
- Possess intermediate knowledge of structured cabling.
- Possess intermediate knowledge of installation, maintenance and troubleshooting practices to install and maintain optical systems and cabling.
- Possess basic Windows and/or Linux/Unix server knowledge.
- Have ability and motivation to learn new technologies on own quickly and with minimal support and guidance.
- Demonstrate clear and professional communications both verbally and in writing.
- Have ability to read, listen to, and follow complex technical instructions, as well as research, locate, and follow written technical documentation.
- Provide direction, training, and mentoring to others.
- Work independently, organizing and setting priorities with minimal supervision.
- Be available to respond to emergencies 24/7/365.
- Seek and take advantage of opportunities for professional growth.
- Ability to install, maintain and troubleshoot MPLS, Ethernet and optical networking equipment.
- Complete and submit work orders, job tickets, time records, reports, and assignments promptly and efficiently.
- Other duties assigned.
Education, Training, Knowledge, Skills and Qualifications
- Understanding of IP/Ethernet routing and switching.
- Familiarity with Routing Protocols.
- Configuring and troubleshooting Ethernet circuits (VLANs) on a service provider network.
- Advanced knowledge of Core, Distribution, and Access layer designs and topologies.
- Familiarity with best network security practices.
- Cisco, Nokia, or similar certification or the ability to obtain the required certification within 6 months (equivalent certifications accepted).
- Knowledge and experience with process management and improvement techniques.
- Ability to independently manage assigned projects.
- Strong organizational, coordination, written and verbal communication skills.
- Ability to work independently as well as in a team environment.
- Strong people skills and the willingness to be accountable for results.
- Ability to set own priorities as well as manage time responsibly.
- Must have excellent customer relationship skills.
- Required - Comptia Network+ Certification.
- Desirable - ALU MPLS Certification(s) - NRS1.
Physical Requirements
- Must be able to perform the essential job functions, including any required physical duties, with or without reasonable accommodation. Reasonable accommodations will be made in accordance with applicable law.
- Maintain dress and appearance appropriate for a professional office setting.
Working Conditions
- Regularly sit, reach with hands and arms, and talk and hear.
- Frequently stand, walk and stoop, kneel, crouch or crawl.
- Regularly lift and move up to 10 lb., frequently lift and move up to 20 lb., and occasionally lift and move up to 50 lb.
- Use close vision, distance vision, color vision, peripheral vision, depth perception, and have ability to adjust focus.
Driving Requirements
- Must maintain and possess a valid driver's license, proof of insurance, and a satisfactory driving record.
Location
- On-site at Redwood Plaza located in Spokane Valley, Washington
Wage
- Wage range $32.56/hr - $46.00/hr DOE non-exempt position
Benefits
- Defined Benefit Retirement Plan through the WA State Department of Retirement Systems
- 457b Optional Supplement Plan
- Medical, Dental and Vision insurance
- Accidental Death and Long Term Disability Plan
- Combined Paid Leave
- 11 Paid Holidays
Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.
