What are the responsibilities and job description for the Network Operations Center Technician position at MSR Technology Group?
Shift Details
• This position is for SWING Shift: 3:00 PM – 11:30 PM EST
Primary Responsibilities
• Monitor network management systems and engage telecom providers to drive service restoration efforts.
• Track incident details and keep information updated in the incident management tool in a timely manner with accurate information.
• Solve systems and network problems/questions with limited scope and complexity.
• Apply technical knowledge to oversee high-availability IP networks, messaging systems, and air-to-ground data communications equipment and systems.
• Identify resolutions for routine technical queries from customers and internal business units.
• Take guidance from other team members or management to resolve less routine issues.
• Work with senior team members to resolve moderate to complex issues impacting critical customer services; may take the lead role in resolving less complex issues.
• Use discretion to interpret and apply established processes; errors could cause prolonged or widespread failures.
• Monitor and troubleshoot system performance; resolve or escalate network issues as required.
• Understand deployment, configuration, and maintenance routines and develop tools to improve efficiency.
• Participate in network solutions design and configuration activities.
• Analyze issues and provide customers with guidance to resolve problems, with strong focus and attention to detail.
• Support a 24x7x365 Operations Center, including some weekends and holidays.
• Demonstrate strong customer service skills.
• Be efficient at multitasking, including handling multiple responsibilities, prioritizing, and delegating tasks.
Training Requirements
• The candidate will be required to train on three NOC positions within 4–6 months.
• Training will be conducted sequentially, each lasting approximately 3 weeks to 1.5 months.
NOC Positions:
- Transport – Continuous monitoring from core to edge for global network components, including routers, switches, firewalls, circuits, etc.
- DataLink – Continuous monitoring of ground stations, radios, and central processing systems enabling air-to-ground datalink communications.
- Applications – Continuous monitoring of central channels connected to routers that facilitate the daily flow of millions of messages.
Required Qualifications
• AA/AS degree or other 2-year post–high school training with 1–2 years of relevant experience, OR HS Diploma/GED with 2 years of experience
• Network Certification
• Knowledge of TCP/IP networking protocols and computer hardware/software interconnection
• Understanding of ITIL/ITSM concepts and practices
• Experience troubleshooting Cisco devices
• Experience with HSRP and BGP routing protocols