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NOC Technician I (Overnight Shift) - Sioux Falls South Dakota
Company: Midco
Location: Sioux Falls, South Dakota
Posted On: 04/17/2024
DescriptionJOB PURPOSE:
Monitor critical network elements, fiber infrastructure and applications using various network monitoring systems in a 24x7 Network Operations Center (NOC) environment.
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 to quickly identify network events, impaired services, or unplanned outages.
- Evaluate network alarm conditions and service outages; follow procedures to validate and classify impact.
- Identify and document events as they occur, enter relevant information in Midco's ticketing system.
- Perform basic troubleshooting/information gathering 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, and Management regarding service outages and/or equipment malfunctions; provide regular updates on high priority network events, escalating as necessary.
- Coordinate preventive maintenance activity with Field Ops personnel; perform pre/post QC verification.
- Input and review change requests for moderately complex maintenance activity.
- Perform pre/post QC checks as part of maintenance activity; review nightly change calendar for potentially high risk or high impacting maintenance.
- Generate operational reports such as power supply battery health and transponder state.
- Review and offer updates to 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.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:
- 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, vocational certification in technology field, or equivalent industry work experience required.
- One year related technological experience required.
- General knowledge of internal proprietary methods of service delivery is preferred.
- NCTI "Operations Center Technical Support I" course completed or completed within the first year of employment.
SKILLS AND BACKGROUND:
- General knowledge of networking, including network components, function, and operation.
- General 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.
- General knowledge of network monitoring systems and element monitoring systems.
- General knowledge of incident ticketing systems. Exposure to change management preferred.
- Possess general technical and computer skills, including various applications, operating systems, etc.
- Basic understanding of networking, RF signal processing, AC & DC power preferred.
- 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 of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.
ABOUT MIDCO:
Midco:
- Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.
- Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.
- Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.
Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:
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