General Summary :
The Network Operations Center (NOC) Technician I is a technical position responsible for providing Level 1 trouble isolation and repair for all Syniverse Global Networks, Products, Platforms, and Services.
Works in a team envirotment and is accountable for providing resolution with sense of urgency and in correspondence with defined service level agreements.
Works in shifts to provide onsite 24x7 coverage to respond to customer and internal Syniverse issues, and is flexible to work beyond stipulated hours.
Reports to the NOC Lead / NOC Manager.
Principal Duties and Responsibilities :
Work as single point of contact for all customer communications and escalations.
Analyze, report, and act upon / resolve alerts generated by the internal surveillance tools
Act as first line of contact for all Trouble Ticket issues, and maintain the shift logs
Provides follow-up on change requests, incidents / Break-fixes and perform other scheduled activities within the SLA requirements.
Facilitation of maintenance via internal correspondence and or bridges.
Troubleshoot and isolate incidents with vendors and service providers. Escalate according to Syniverse NOC processes.
Work closely with Tier-II counterparts to resolve and close events / incidents.
Provide input to shift reports and coordinate handover of incomplete activities to the to the oncoming shift.
Demonstrate and apply thorough understanding of the OSI (Open Systems Integration Model).
Demonstrate and apply thorough understanding and operations of Network Monitoring Tools. (e.g. : HP Network Node Manager, NetCool)
Demonstrate and apply proper understanding of customer applications and components associated with each application.
Use IT Standard Operating Procedures (SOP), Work Instructions (WI) and Server support documentation for the Network Operations Center (NOC).
Job Requirements :
Minimum of 2 years in a 24 x 7 x 365 in a Network Operations Center environment
Networking and Application Certifications from an accredited Trade School or Academy. Minimum of one or more of the following;
Cisco Certified Entry Networking Technician (CCENT), Juniper Networks Certified Associate (JNCIA), Cisco Certified Network Associate (CCNA), ITIL v3 Foundations Certification
Fluent in both English and Spanish languages. Use of the English language in verbal and written communications is a requirement for this position.
Ability to effectively communicate important information verbally, via instant messenger or email, ticketing system, and Root Cause Analysis (RCA’s / RFO’s).
Communicates with vendor technical support and Syniverse Engineering and Product Groups often.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.