NOC Technician

Job Description

JOB PURPOSE:


Monitor critical network elements, fiber infrastructure and applications using various network monitoring systems in a 24x7 Network Operations Center (NOC) environment. Overnight shift work schedule: Sunday: 7PM-7AM, Monday: 10PM-7AM, Tuesday: 10PM-7AM, Wednesday: 9PM-7AM

KEY FUNCTIONS:

• Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, telephone, Internet, and Enterprise IT services to quickly identify network events, impaired services, or unplanned outages.
• Evaluate network alarm conditions and service outages; follow procedures to validate and classify impact.
• Identify and document events as they occur, enter relevant information in Midco's ticketing system.
• Perform basic troubleshooting/information gathering and escalate to the appropriate personnel for additional troubleshooting, mitigation, and restoration.
• Actively coordinate mitigation and resolution of service outages; assist in troubleshooting and pinpointing service outage components.
• Engage and coordinate efforts with third parties and vendors to resolve problems and issues.
• Communicate with users, group members, Engineering, Field OPS, and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary.
• Coordinate preventive maintenance activity with Field Ops personnel; perform pre/post QC verification.
• Input and review change requests for moderately complex maintenance activity.
• Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance.
• Generate operational reports such as power supply battery health and transponder state.
• Review and offer updates to process documentation to ensure all procedures are known.
• Train and guide new hires as required.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and
• finding ways to cut through ambiguous problems.
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• High school diploma, vocational certification in technology field, or equivalent industry work experience required.
• One year related technological experience required.
• General knowledge of internal proprietary methods of service delivery is preferred.
• NCTI “Operations Center Technical Support I” course completed or completed within the first year of employment.

SKILLS AND BACKGROUND:

• General knowledge of networking, including network components, function, and operation.
• General knowledge of TCP/IP and other Internet protocols as well as experience with tools such as Ping, SNMP, SSH, Trace Route, NS Lookup. Exposure to SolarWinds, Wireshark, Zabbix, Grafana etc. is preferred.
• General knowledge of network monitoring systems and element monitoring systems.
• General knowledge of incident ticketing systems. Exposure to change management preferred.
• Possess general technical and computer skills, including various applications, operating systems, etc.
• Basic understanding of networking, RF signal processing, AC & DC power preferred.
• Ability to read and comprehend technical literature.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The noise level in the work environment is moderate.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO:

Midco:

• Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.
• Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.
• Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

• Free Midco internet & TV
• Great opportunities to get involved in volunteerism
• Generous 401(k) match and paid time away from work programs
• And many more

VisitMidco.com/Careersto learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer toMidco.com/Federal Posters.