Company Description
Headquartered in Los Angeles, AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.
AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal," "Best in Show," and "Top Channel Program."
AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates
Job Description
The Network Operation Centre (NOC) have three main roles:
1. to ensure maximum possible service availability and performance
2. to provision customer network services on core equipment
3. to provide support services for Engineering and other technical teams
These result in a highly diverse range of duties for the NOC - our engineers are required to ensure they are fulfilled in a timely, co-operative and professional manner.
We interact frequently with technical support, service provisioning and sales teams so it's important that we are clear and concise in our communications.
We also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks.
Diligence and attention to detail are also key skills along with an ability to multi-task and prioritize work appropriately.
We don't expect you to have all the required knowledge when you join us as many of these skills can be picked up through experience in the job, but those who do need to learn new skills must be prepared to spend time doing suitable research to ensure their grounding is thorough and properly understood.
As your knowledge and confidence develop you may be asked to join our call-out rota providing 24x7 support on our core network and services.
Duties and Responsibilities:
• Manage and maintain the Monitoring Systems
• Fault handling and escalation
• Liaising with 3rd party suppliers, handling escalation through to resolution).
• Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for colocation, leased lines, customer backup and other customer network services).
• Server build and installs, application upgrades, network equipment build and installation. Maintaining hardware serial audits, writing custom monitoring plugins and configuring bespoke graphing.
• Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
• Development of knowledge and skills in network and system administration
• Tier 3 Support for co-location, customer backup network and ISP services.
• Participate in a 24x7 call-out rota if required
Qualifications
• A minimum of 12-18 months’ experience in a Technical Support or similar role.
• Good communicator with a natural aptitude for dealing with people.
• Good network diagnostic skills.
• Basic Linux CLI skills.
• Basic sys admin skills.
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
• Strong analytical skills and able to collate and interpret data from various sources.
• Ability to assess and prioritize faults and respond or escalate accordingly.
• Monitor VoIP and Core Networks: take corrective action and drive appropriate parties to resolve issues
• Troubleshoot and repair service-impacting VoIP network issues
• Troubleshoot IP network traffic at a carrier/enterprise level
• Serve as part of the escalation path for chronic or intermittent core network issues
• Perform test and turn-up of transport and trunks
• Perform network repair and after-hours maintenance activity (switch, transport and trunks)
• Able to troubleshoot VoIP calls at the SIP level
• Understanding of carrier-level VoIP-based technologies
• Solid understanding of LAN/WAN concepts and IP routing protocols.
• Possess IP networking ability to troubleshoot layers 1 – 3
• Detail understanding of all routing protocols and ability to troubleshot
• Possess excellent technical problem-solving skills and attention to detail
• Strongly self-motivated, willing to overcome challenging problems and identifying new opportunities for process improvement
• Ability to prioritize work while multi-tasking
• Possess IP networking certifications (CCNA, CCNP, CCIP, )
• Strong experience in Cisco Routing and Switching including knowledge of Multicast, QoS, IOS Security, and IPv6
• Familiarity with Linux at the CLI level
• Strong understanding of networking
• Ability to work with third party vendor for issues resolution
• Project Implementation
• Strong technical and analytical skills.
• Solid experience in problem analysis and resolution of hardware/software problems.
• Proven ability to function in a self-directed environment.
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
• Innovative thinker who is positive, proactive, and readily embraces change.
• Be responsible for hands on troubleshooting and leadership of NOC activities
• Maintain senior-level knowledge across all enterprise system-monitoring tools
• Provide audit support audits on monitoring tools to ensure the entire AireSpring Network is properly monitored
• Proactively grow the monitoring environment to produce more specific, early warning monitoring
• Ensure NOC notifications are accurate and are sent out within published SLA
• Communicate problems to all levels of the organization as required
• Inform manager and senior management of status on all issues and initiatives for your team
• Own the escalation process in the absence of the NOC Manager
• Assist in creating/updating operational run-books
• Clear communicator (both written and verbal).
• Good technical or WIKI documentation skills.
• Willing to learn and develop new skills.
• Good self-awareness. Actively seeks out tasks that help develop skills and knowledge.
• Ability to work on own initiative. Actively seeks ways of improving existing systems and processes.
• ‘Can do’ attitude. Flexible and adaptable approach to problem solving.
• Co-operate with other teams. Actively encourage strong working relationships with other teams.
