RESPONSIBILITIES:

Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously. Troubleshoot all level 1 incidents and escalate as needed. Detect outages and remedies. The lead role mentors other team members to ensure compliance with company standards and policies. Monitor production network environment using a combination of monitoring tools to ensure availability. Work with Business customers, residential customers and techs in the field installing new services. Troubleshoot issues remotely with customers and technicians. Coordinate onsite dispatch of associated vendor repair services. Escalate issues and problems according to procedures and best judgment. Perform periodic health checks of systems. Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve. Diagnose problems and resolve in an expeditious manner. Work with engineers to resolve production problems. Configure and maintain monitoring tools. Work with Lead to ensure alignment with company standards. Answering direct phone calls from customers and take corrective actions aligned with our White Glove Customer Service promise. Other duties as required or assigned.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience with routing protocols, specifically OSPF and BGP Experience with Optical Platforms, configuration and/or troubleshooting Experience working within a cable provider environment Experience working with third party circuit providers Experience in current Internet network hardware and software technologies. Diagnostic experience of a variety of monitoring applications such as Solarwinds, negios Minimum of 2 years of experience in a Help Desk or high volume call center preferred. Minimum of 2 years of experience working in IT Operations including knowledge of common tools, methods, and techniques Industry recognized certifications such as CCNA, CCNP, and/or CCDP Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc) Scripting ( shell, expect, php, python) Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills Specialties NOC / Process writing skills or training a plus Experience in Monitoring Theory / Implementation a plus