Description

Job Summary and Objectives:

Conexon is looking for experienced NOC technicians to monitor and support our growing national data network providing Internet and voice services to residential and business customers. You will be part of a network operations team responsible for maintaining high-availability data networks that meet business objectives and SLAs.

This position is in a fast-growing company, and you will enjoy developing your skills to help close the digital divide while working in a positive and encouraging office environment with passionate teammates in a dynamic atmosphere.

• Position reports on-site in our North Kansas City, MO Technical Office
• Position may have variable shifts/hours which could include evenings, overnights, weekends. Must be flexible with shift work, as well as be available to participate in an on-call rotation

Company Benefits Include:

• Paid time off
• Full benefits (i.e., health, dental, and vision)
• Life insurance paid for by company
• Long-term and short-term disability insurance paid for by company
• 401K plan with company match
• Flexibility and great company culture

Responsibilities and Essential Job Functions:

• Respond, categorize, mitigate, or escalate all client and internal requests received in the NOC Service Desk ticketing platform received via various channels such as chat, email, phone, or direct internal ticket creation.
• Monitor network devices, telecommunications links, and remote facilities to identify service impairments and ensure reliable network operations. Track external events, such as weather warnings, and proactively engage in disaster prevention, or recovery, protocols when necessary.
• Perform remote troubleshooting, run diagnostics, of network devices utilizing command line interfaces, web-based status monitoring systems, and device GUI interfaces. Partner & coordinate cross functionally across a complex internal matrixed team environment while triaging network impairments, or faulty equipment, and restoring services. Open and manage support tickets with vendors including telecommunications and network hardware providers. Provide status updates to NOC and organization leadership during and after network impacting incidents.
• Contribute in the scheduling, and monitoring, of all network change activity across the network. Communicate with stakeholders, and leadership, internally and externally, to ensure transparency of all network change activity. Provide monitoring and remote support to cross functional teams performing changes in the network. Maintain and create technical support documentation, MOP (method of procedure) and SOP (standard operating procedures) for network systems and applications.
• Provide and use analytics to identify trending events, incidents, customer issues, as well as failed, or repeat network changes. Trigger and initiate cross functional projects to proactively prevent recurring, or new, incidents. Implement, update, maintain, all network related “Known Issue” records. Initiate, and engage in the tracking of all network device related RMA (return merchandise authorization) processes to ensure faulty devices are returned, and replaced, efficiently. In addition, coordinate and communicate with hardware vendors to ensure the end-to-end process of faulty equipment analysis ends to prevent further disruption across deployed devices within the network.
• Other various Network Operational tasks may be assigned by leadership such as network deployment projects, knowledge base management, asset management.

Requirements

Skills & Experience:

• Service driven self-starter with proven record of technical support experience
• Exceptional critical thinking and problem-solving ability
• Strong interpersonal skills. Ability to remain calm and communicate clearly under pressure.
• Ability to work independently under minimal supervision.
• Technical troubleshooting capabilities
• Demonstrated experience working across a Microsoft Windows Office 365 platform, and Microsoft Teams, within a Windows OS, &/or MAC OSx environment.
• Experience working within an environment using ITSM (IT Service Management) practices/frameworks such as Axelos’ ITIL (Information Technology Infrastructure Library), or other related frameworks such as MOF (Microsoft Operations Frameworks), COBIT (Control Objectives for Information and Related Technologies), or eTOM (Enhanced Telecom Operations Map).
• Exposure to, &/or familiarity with, network and computing devices
• Knowledge/familiarity of the 3 Tiers of Network Design, as well as the 7 layers of the (OSI) Model (Open Systems Interconnection) is a plus
• Knowledge/familiarity of FTTx architectures (Fiber to the home, premise, business, etc.)
• Knowledge/familiarity with Passive Optical Networks (PON) technologies
• Knowledge/familiarity with network device management of routers and switches
• Experience with Juniper and Calix network hardware are a plus.

Qualifications:

• Minimum of one year experience, working in a technical role within a CSP (communications service provider), Telecom, or IT related organization.
• High School diploma (or equivalent); associate degree related to Telecom, IT, or Computer Science, is preferred.
• Certifications with Juniper and/or Calix network hardware are a plus.
• CompTIA Network or similar certification are a plus.
• ITIL v3, or v4 Foundation certifications are a plus.
• PMP, or similar, certification(s) are a plus.