Remote
Job Title: NOC Technician
Reports to: NOC Manager
Location: Remote
Reports to: NOC Manager
Location: Remote
About Us:
Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.
Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike. Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.
In today’s connected world, reliable, high-speed internet is an absolute necessity, and it is our company’s mission to provide advanced communications at an affordable price. Race focuses its efforts towards building world-class fiber networks and offering gigabit internet service to communities throughout California.
About this Role:
The Network Operations Center Technician (NOC Technician) is responsible for diagnosing and resolving network issues, maintaining our network infrastructure, and collaborating with groups to enhance our network’s performance. Solid knowledge of network infrastructure and experience in a similar role. Expertise should result in a stable and secure network environment. Provide high quality technical support to internal users, vendors, and external customers on a variety of complex issues. As the third level of contact for external customers requiring support, the NOC Technician will possess an excellent phone demeanor and interpersonal skills as well as the technical skills and tools required to analyze, research, and resolve technical problems remotely, or identify corrective action required and appropriate escalation path.
The NOC Technician will have primary responsibility for responding to escalations from Level 2 Support, and acting as a liaison between vendors, Network Engineering, and internal departments for network events. Record detailed information as to the nature of the issue, problem identified, corrective action, and resolution. Duties will include creating tickets to record the issue or situation, follow the status of the ticket to the point of resolution, tracking time, RFO, and billing or credits for technical support issues.
The NOC Technicians are responsible for carrying out monitoring operations for network and telecommunication equipment in data centers and other locations throughout the Race fiber infrastructure. Collecting network performance data and resolving network issues in collaboration with Field Technicians and Engineering teams.
What You’ll do:
- Primary support for Level 2 / SLA / Enterprise / Network Monitoring / (external NOC)
- Performs television, voice, data, transport troubleshooting to isolate and diagnose complex problems
- Provides field techs, users, and customers with advanced technical support
- Respond to needs and questions of users and customers concerning any of their technical issues
- Document and record NOC processes to continue building how-to guides and training docs
- Provide quick answers, escalations, straightforward resolutions, and accurate results
- Recommend any process improvements
- Monitor alarm activity and respond to network events, emails, etc. (all incidents)
- Track incidents to meet any SLA requirements
- Update tickets with 100% accuracy following established procedures
- Use proper spelling, grammar, and context at all documented levels (i.e., email, verbal, ticket notes)
- Accuracy and attention to detail is required
- Remain interested in elevating their knowledge of technology and a better understanding of Race Communications Telecom network
- Responsible for taking escalated issues from Level 2 and Enterprise customers and serve as an intermediary between Level 2 Support and the Network Engineering Group
- Provide clear and concise information to escalation path (communication hand-off) so they can work immediately on the issue towards resolution vs. trying to diagnose the issue
- Keeping informed of advancements in network infrastructure and technologies
- Responsible for research and development of resolutions to new and emerging issues
- Other duties may be assigned
What You’ll Bring:
- A flexible individual with the ability to wear many hats and multi-task
- English Speaking / Reading / Writing REQUIRED
- Ability to perform in a fast-paced environment
- Proactive in problem-solving, network monitoring, root cause analysis, escalations, prevention, and complex customer service issues and/or network issues
- Maintain 24 hours a day 7 days a week flexibility w/ schedule
- Bachelor’s degree (B.A.) in Information Systems or equivalent (or)
- Minimum of 3-5 years of technical work experience
- In-depth understanding of WAN, LAN, VLAN, Wifi Networks and basic 2 wire circuits
- Advanced knowledge of network technologies, connectivity, protocols, and security
- Superb analytical and problem-solving skills
- Excellent organizational and time management skills
- Broad understanding of TCP/IP, subnetting, and the OSI network model
- Ability to learn and troubleshoot with network monitoring tools, assess link failures, traffic congestion, open carrier tickets, and provide root cause analysis for events
- Telecommunication Technologies (T1, Fiber, GPON, XGS-PON)
- Routing and Switching knowledge (MPLS, ISIS, OSPF, BGP)
- Experience in the following platforms, Amino, Calix (CMS), Calix Cloud, Minerva, Metaswitch, Ciena, Cyan
Travel:
Less than 10% annually – Initial training and continual training as needed
As Part of our Team you’ll Enjoy:
- 100% premium paid for medical, dental, vision and life for all our employees!
- An excellent 401 (k) with 100% Employer-matched up to 4%.
- Working to bridge the digital divide between rural and urban areas, providing much needed services to those whom don’t have access to reliable internet.
- Working for a company that appreciates their employees; every member of the Race team is a part of a collaborative family.
Race Communications is an equal opportunity employer!
About Race Communications:
We are one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services including Internet, TV, and Phone; with investments totaling $150M in recent years.Working in partnership with several public and private entities, we focus our efforts on building top-tier networks that service small businesses and Fortune 500 companies alike. Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.In today’s connected world, reliable, high-speed internet is an absolute necessity, and it is our mission to provide advanced communications at an affordable price. We pride ourselves on building a world-class fiber network and offering gigabit internet service to communities throughout California.
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