Careers

JOB DESCRIPTION

POSITION TITLE:     NOC Technician

JOB SUMMARY:      The position requires the individual to provide technical support and work under the direction of the Network Operations Centre Supervisor.

This is a chance to work at the heart of the systems and services that keep our customers connected, supporting everything from voice platforms and network infrastructure to automation, troubleshooting, and service development. If you love solving complex problems, digging into the details, and making technology work better in the real world, this role will keep you engaged.

Responsible for assisting with maintenance, troubleshooting, and ticket triage for voice, video, virtualization, software, and internet services.  Must be able to attend customer sites to support their needs as it relates to the Managed Services that Nexicom offers.  Supports the day-to-day operation and troubleshooting of ADSL, VDSL, Fibre, IPTV, colocations, POTS, VoIP, voicemail, and Fixed Wireless Access (FWA).  Responsible for resolving tickets escalated to the NOC and documenting the resolution. Maintain DC power systems, network hardware, and supporting software systems. Must also support new products and services that are provided by all Nexicom companies.

This position may require regular Saturday and Sunday scheduling. 

This position requires the individual to be on call on a predetermined schedule.  Other duties as assigned by a manager.

REQUIREMENTS:

1. Skill:

• Education:  Two- or three-year college diplomas in Computer Engineering – Networking or Telecommunications Systems or equivalent.
• Training and Licenses:  There is an expectation that ongoing training to upgrade skills and knowledge will be required (both on courses paid for by the company and on the employee’s initiative). A valid driver’s license (class G) and a clean driving record are required.
• Experience:  One to three years of work experience in a related field.  Service Provider experience preferred.
• Computer Knowledge:  In-depth knowledge of Microsoft Windows and Microsoft Office environments, Active Directory, Exchange, and M365.  Familiarity with command line interfaces and the Linux operating system.   Knowledge of layer-2 protocols like Ethernet, STP, LLDP, LLDP-MED, IEEE 802.11, and VLANs.  Knowledge of layer-3 protocols like OSPF, VRRP, BGP, MPLS, VPLS, and PIM.  Working knowledge of both IPv4 and IPv6, Layer 2 switching, routing, subnetting, and QOS.  Knowledge of Juniper routing and switching equipment.  Knowledge of Wireless, ADSL, VDSL, DOCSIS, and Fibre service delivery platforms.  Knowledge of video services like IPTV, multicast, MPEG-2, MPEG-4, and HEVC.  Knowledge of POTS, VoIP, and voicemail services.
• Mathematical Skills:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.  These skills are required to use available data or test results to diagnose and solve system troubles.
• Mechanical Skills: Knowledge of mechanical principles as related to upgrading, modifying, and installing computerized equipment. Ability to use basic hand tools such as screwdrivers, wrenches, pliers, crimpers, and wire cutters. Ability to climb, move and handle ladders, test sets, materials, cabinets, and racks.  Must have skills in assembling and building relay racks, cabinets, and power distribution assemblies. Basic understanding and knowledge of power systems including rectifiers, inverters, batteries, and generators in a telecommunications service provider environment.
• Language and Communication Skills:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to communicate effectively to employees or customers in resolving technical issues.  May occasionally be asked to make presentations in order to provide information to customers and employees.
• Interpersonal Skills: Ability to interact with co-workers and the general public pleasantly and cooperatively.  The position has frequent contact with customers where tact and courtesy are necessary to represent the company positively. Employee must have the ability to make recommendations to customers where necessary.
  
  2. Effort:
  • Intellectual:  Often required 4 to develop solutions to complex problems using sound judgment and logical reasoning. The job requires a high level of concentration and attentiveness. The position requires the ability to learn and effectively utilize a variety of computer software. Must apply computer skills to diagnose and resolve problems.Physical:  Position requires minimal physical exertion and an average level of physical fitness.  Occasionally may be required to perform moderate lifting and moving of material.
    
    3. Responsibility:
  • Technical and Physical Resources:  Responsible for the continual, effective performance of internal network operations, telephone switching equipment, voicemail, routing, switching, xDSL, Fibre, video services, virtualization, storage networks, software, fixed wireless access, and other information technology resources. Also responsible for operating motor vehicles, tools, and test sets, and for provisioning and maintaining some outside plant equipment.  The impact of error could result in substantial damage to company assets.
  • Financial Resources:  Limited responsibility for financial resources.  Must be bondable.
  • Human Resources:  Responsible for assisting fellow employees when asked and participating in the training and guidance of new staff. Does not supervise staff; however, is expected to co-operate with and assist other employees.
  • Initiative: The employee is expected to prioritize and plan most duties; however, planned work may be interrupted, and the employee will need to reprioritize.  The employee is also expected to independently troubleshoot and resolve technical issues.  The employee works under general direction and guidance.
  • Confidentiality: Employee is constantly exposed to confidential customer and company information which, if used inappropriately, would have a major impact on the integrity and operation of the organization. Employees must be bondable.
  • Decision-making:  Work is diversified, and as a result, the employee may be required to make decisions within accepted standards that enable him/her to complete his/her tasks. Decisions regarding more complex problems will be discussed with senior staff.
    
    4. Working Conditions:
  • Environmental (Physical): The employee has moderate exposure to disagreeable conditions including weather, dirt, oil, and noise when working in company or customer locations. Employees may be required to work outdoors or travel to a customer location. Work requires regular standing, sitting, stretching, and light lifting. There is the possibility of minor back/neck strain and occasional exposure to inclement weather conditions.
  • Psychological:  The position involves frequent stressful situations when dealing with customers, troubleshooting equipment failures, managing a variety of tasks simultaneously, and driving in all weather conditions. Tasks and priorities sometimes change due to more pressing issues.