NOC Technician III

QOS NETWORKS BY ZAYO NOC – Technician III

QOS NETWORKS BY ZAYO NOC Tier 3 technician will be the final escalation point regarding customer issues beyond circuit and physical trouble. This position will support customers through to completion of their issues and help guide them toward resolution in any QOS NETWORKS BY ZAYO supported product or beyond. The Tier 3 NOC technician will be the main POC for multi-site and multi-customer outages and will supply updates to QOS NETWORKS BY ZAYO leadership, and customers alike. This technician will also be the liaison between the NOC and Engineering teams. Lastly, you will use your expert knowledge to establish the root cause of customer issues.

Responsibilities:

• Primary escalation point for issues that are unable to be resolved by Tier-1 and Tier-2 support technicians
• Responsible for advanced troubleshooting of supported services
• Collaborates with Director of NOC Ops to develop training materials
• Responsible for escalating issues that are unable to be resolved by Tier-3 to Engineering
• Act as an escalation point for Tier-2 Support Technicians

• Updating documentation for support-related processes and procedures (SOPs)
• Maintaining Service Level Agreements (SLAs) and Service Level Objective (SLOs) on escalated incidents
• Accurately documenting and classifying client requests and incidents
• Providing courteous and professional communication with internal departments, customers, and vendors
• Ensuring QOS Networks by Zayo’ support standards are followed from beginning-to-end for each client and internal department interaction

• Responsible for requesting and reviewing Root Cause Analysis (RCA) and Reason for Outage (RFO)
• Perform proactive maintenance based on historical reporting and trends
• Perform daily shift-driven tasks assigned by the NOC Management
• Provide coverage, as needed, for the NOC Tier-1, and Tier-2 teams

• Quickly assess and understand customers issues and business impact
• Ability to effectively triage communications and outages between various parties
• Experience working in a Support/Technical Assistance Center (TAC) team
• Advanced networking knowledge required (OIS model, IP subnetting, etc.)
• Advanced routing Knowledge and experience required (BGP, EIGRP)
• Advanced knowledge of and troubleshooting IPSEC tunnels

• VLAN configuration and troubleshooting required
• Ability to reproduce customer reported issues in the lab environment, work with Engineering and Vendors to verify any fixes before they are rolled out to our customers
• Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues
• Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.) a plus. Linux and shell scripting skills such as log reading and performance testing a plus

• High-School diploma or equivalent
• CCNA required
• CCNP a plus
• Minimum 5 years working experience in a network environment
• Minimum 2 years working experience in a Tier 3 / escalated team environment

• Working knowledge of SD-WAN products and services
• Cisco Meraki, cradlepoint, Digi, and other switch/routing experience a plus