Network Operations Center (NOC) Tier 1

General Summary

As part of the Network Operations Center, this position is responsible for monitoring, first level support and maintenance of networks that provide services to IFN customers. This position will provide exceptional support to our clients and ensure reliability and stability of the network and services provided. Desire to grow and develop is a must, with a tendency toward self-motivation.

Essential Duties & Responsibilities

  • Works as part of a cross-functional team to conduct proactive monitoring, remote diagnostic investigation and tier 1 maintenance activities for all network nodes within IFN’s area of responsibility
  • Monitors network alarms, and performs fault isolation testing within the network
  • Creates and responds to work orders, change requests and trouble tickets
  • Escalates trouble tickets according to NOC standard operating procedures and provides support to other technicians/engineers as directed
  • Provides operations support by answering inbound calls/emails from a wide variety of client organizations and external groups and performs the necessary support required to resolve issues
  • Provides support during large scale outages and disaster recovery efforts
  • Identifies, researches, and develops process improvements and recommends them to management for implementation
  • Creates, uses and maintains resource documentation for reference and troubleshooting network problems
  • Provides timely updates to customers, internal groups and vendors via inbound/outbound calls, trouble tickets and emails
  • Creates change requests in accordance with change management policy
  • Implements, maintains, and repairs routing, IP switching and remote access protocols as needed
  • Conducts end user incident and outage reporting, troubleshooting and resolves problems
  • Works with internal groups to create reports on up time, bandwidth usage, server utilization, and other key metrics as directed
  • Provides recommendations to improve the customer experience
  • Successfully completes training requirements based on career development plan and assists in the development and training of others
  • Performs other duties as assigned

Required Knowledge

Must possess working knowledge in at least three of the following areas:

  • Metro-Ethernet Fundamentals
  • CWDM & DWDM Fundamentals
  • Layer 2 Fundamentals
  • IP & MPLS Fundamentals
  • MOP process (preparation and administration)
  • Familiarity with networking equipment

Basic knowledge of service delivery, routing methods and network architecture features a plus, such as:

  • MPLS service configuration and behavior
  • IPv4 and IPv6 routing in an ISP network
  • Layer 2 forwarding and loop avoidance technologies
  • OSPF
  • WDM and OTN networking and topologies.
  • MAC address replication (multicast, broadcast, unknown)
  • Familiarity with Nokia and/or Ciena brand network equipment

Required Skills

  • Up to two years in service provider, related technical fields, or equivalent combination of applicable education/training/experience
  • This position operates in a 24x7x365 environment, shift work and the ability to participate in an on-call rotation may be required
  • The ability to gain technical certification(s) is required

To apply for this position, please send your resume and cover letter to