Job Description

JOB PURPOSE:

Provide comprehensive support for Enterprise and Wholesale Carrier Business customers by monitoring, evaluating, troubleshooting, and performing tasks to support internal and external customers

KEY FUNCTIONS:

• Engage in reactive and proactive monitoring of the multi-service fiber optic network and related services, including video, telephone, Internet, and Enterprise IT services, as well as Advanced Enterprise and Wholesale Business services; quickly identify network events, impaired services, or unplanned outages.

• Monitor network resources, components, and Enterprise Business connections for performance, equipment failures and/or service outages.

• Evaluate network alarm conditions and service outages; follow procedures to validate and classify potential impact

• Identify and document events as they occur, enterrelevant information in Midco's ticketing system

• Perform preliminary troubleshooting per established procedure; document completed troubleshooting and escalate to the appropriate personnel for additional troubleshooting, mitigation, and restoration.

• Actively coordinate mitigation and resolution of service outages; assist in troubleshooting and pinpointing service outage components.

• Engage and coordinate efforts with third parties and vendors to resolve problems and issues.

• Communicate with users, group members, Engineering, Field OPS, Business Customer Care and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary.

• Review in flight circuit projects prior to turn-up; conduct pre-delivery testing of new carrier circuits and refer any issues to senior NOC or BNE personnel for corrective action.

• Participate in coordinated turn-up of new carrier circuits

• Coordinate circuit troubleshooting between Midco and third-party resources to address circuit issues

• Input and review change requests for moderately complex maintenance activity.

• Evaluate maintenance notifications and coordinate maintenance windows with other providers, NNIs and internal customer support teams.

• Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance

• Coordinate preventive maintenance activity with FieldOps personnel; perform prepost QC verification

• Perform proactive health checks as part of normal surveillance; document identified issues and coordinate with Field Ops personnel on corrective action.

• Generate operational reports such as power supply battery health and transponder state

• Draft, review and update process documentation to ensure all procedures are known.

• Train and guide new hires as required

• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.

• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.

• Maintain regular attendance as required by your position.

ADDITIONALFUNCTIONSANDRESPONSIBILITIES

• Effectively communicate with other departments to handle escalating issues in a timely manner

• Support the mission, vision and values of Midco.

• Collaborate effectively with internal and external customers to ensure exceptional service.

• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.

• Remove obstacles for team members. Encourage creative solutions

• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.

• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.

• Demonstrate business acumen by using data to drive decisions and actions.

• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and

• finding ways to cut through ambiguous problems.

• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.

• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• High school diploma, or vocational certification in technology field, or equivalent industry work experience required

• Minimum Two years of previous NOC, Engineering, Network Operations, or Business Support experience is required; experience in the telecommunication or cable industry is preferred.

• Minimum of two years of internal proprietary methods of service delivery is preferred.

• NCTI “Operations Center Technical Support I” course completed or commitment to complete within the first year of employment.

• Cisco routing and switching coursework to be completed within the first year in position.

SKILLS AND BACKGROUND

• Working knowledge of business networking, including network components, function, and operation; Working knowledge HFC /cable plant components and structure.

• Working knowledge of TCP/IP and other Internet protocols as well as experience with tools such as Ping SNMP, SSH, Trace Route, NS Lookup. Exposure to SolarWinds, Wireshark, Zabbix, Grafana etc. is preferred.

• Working knowledge of enterprise business and wholesale carrier networking including but not limited to Layer II/Layer III networks, IP routing, VoIP, etc.

• Working knowledge of applied routing and switching configurations such as MPLS, VLAN routing, EVC

• Working knowledge of the following specialties: optical transport, routing, cable modem termination system (CMTS), voice, video and wireless.

• Demonstrated proficiency in all areas of NOC operations; able to handle moderately complex maintenance and troubleshooting duties.

• Working knowledge of network monitoring systems and element monitoring systems.

• Demonstrated proficiency in incident and change management process and procedures.

• Ability to read and comprehend technical literature.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The noise level in the work environment is moderate.

• Employees may be required to work in excess of40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

Benefits Summary

• Free Midco internet and TV
• Generous 401(k) match and paid time away from work programs
• Midco-provided short and long term disability insurance
• Midco contributions to your HSA
• Programs to support your physical, mental, emotional and financial wellbeing
• And many more

About Midco