Technician, NOC (Tier II) (Swing)

Job Title: Technician, NOC (Tier II) (Swing)

Department: Service Management Office > Network Operation Center

Reports to: Service Operations Manager

Overview - About NoaNet

NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Gig Harbor, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers. NoaNet’s members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000. Learn more about NoaNet at https://noanet.net/.

Purpose of Position: 

Tier II Technical position to provide on-shift monitoring, management, advanced-level troubleshooting response and trouble resolution in order to provide the highest level of network availability by restoring service and minimizing call outs of Field & Network Engineering. In addition, also required to perform DevOps project work in conjunction with IT resources to assist in automating/improving internal NOC systems and tools.

Position’s Customer(s):

NOANET Management, Network Users, and Internal NOANET Customer Support groups and all NOANET customers.

Essential Duties at All Levels in the Position: 

Customer Experience (CX):

• Answer all incoming service-related call escalations
• Troubleshoot customer service issues- even those that are not our problem
• Keep customers updated on trouble resolution progress (Ticketing, Email, Phone Call)
• Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owner, include. Engineering & Field resources.
• Customer focused operators
  

Network Management (NMS): 

• 24x7x365 Awareness
• Awareness of Customer Needs & Tendencies
• Service Level Agreements (SLAs)
• Maintenance (Reactive & Proactive Prevention)
• Escalate internally and externally as needed to expedite repairs and awareness
• Evaluation of data to determine trends, chronic devices, regions, timeframes
• Network focused operators

Job Qualifications at All Levels in the Position in KSA’s

• Demonstrated ability to work independently and as a member of a team.
• Excellent oral and written communications skills required.
• Must have the ability to train and provide technical guidance to less experienced personnel.
• Superior interpersonal and professional skills; able to handle stress when working with customer and/or other employees issues with diplomacy. Must have a high degree of self-initiative and be able to prioritize and handle multiple tasks with independent decision-making.
  

With a focus in Communications (COMS):

• Advanced understand Ticketing Best Practices
• Advanced experience in Bridge Management
• Advanced experience in Event Management
• Strong ability to communicate the technical and regulatory status of the NG911 Network
  

With a focus in Wireless (WRLS):

• Strong Experience with Wireless Networks preferred.
• Experience in RAN network monitoring, trouble tickets and Transport Elements
• Broad based working knowledge of and ability to maintain cellular systems, transmission facilities, and equipment typically found in a Mobile Telephone Switching Office and Wireless Radio Access Network.
• Demonstrated knowledge of Wireless concepts such as Fixed Wireless (Private LTE) and CBRS Services.
  

With a focus in MPLS/IP Network (IP):

• Strong understanding of RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP/IP, VLAN technologies
• Strong Knowledge of MPLS Networking, Ethernet Switching and IP Routing
• 
  Understanding of standard network service architectures such as MPLS VPN's and Pseudo wire.
• Strong understanding of OSI model and configuration of routing protocols such as EIGRP, OSPF, MPLS, and BGP.
• Circuit emulation for NG911 network.
  

With a focus in Optical Transport Network (OTN):

• Understanding of DWDM network concepts and components.
• Broad based working knowledge of and ability to maintain complex voice, SONET transport, cable and data networking systems and standards.
• Experience in a wide variety of telecommunications networks to include: Cisco, ALU, Calix GPON, Juniper, and ADVA equipment. 
• Comprehensive understanding of standard operations concepts such as availability, redundancy, reliability and testing.
• Diagnosis of basic routing problems
• Knowledge of IP address nomenclature and meaning, IP protocols, IP routing, router and switching components and facilities.
  

With a focus on Network Automation Opportunities (DevOps):

• Working knowledge of scripting and programming languages such as Python, PowerShell, Bash, or similar technologies.
• Ability to identify opportunities to automate repetitive network operations, monitoring, troubleshooting, and reporting tasks.
• Experience interacting with network devices and operational platforms through APIs, including REST APIs and structured data formats such as JSON.
• Familiarity with source control and collaborative development practices using Git or similar tools.
• Understanding of network automation concepts, including configuration management, data collection, validation, and automated testing.
• Ability to develop, maintain, and troubleshoot scripts and tools used to support network operations.
• Experience integrating data from network management, monitoring, ticketing, and other operational systems.
• Familiarity with data analysis, visualization, and reporting tools used to identify network and operational trends.
• Ability to evaluate emerging technologies, including AI-enabled tools, for opportunities to improve operational efficiency and service delivery.
• Ability to document automation processes, maintainable code, workflows, and operational procedures.

Certifications Preferred:

Industry specific certifications are highly valued and can contribute toward education. Certifications of preference; Nokia NRS-II, CCNA for Technician I and II, CCNP for Technician III (Cisco), Juniper certifications preferred.

Technician II, NOC (Tier II):

• Additional Job Requirements:  Mid-level technical position to provide on-shift monitoring, management, advanced-level troubleshooting response and trouble resolution. Must have a basic understanding of telecommunications, and ability to follow documented procedures.
• Years of Experience required to meet minimum qualifications:
  Minimum of two year of increasing responsibility and experience in a telecommunications central office or operations environment or a minimum of two year of relevant experience in network automation, DevOps, systems administration, software development, or a related technical environment. Relevant DevOps experience should include practical experience with scripting or programming, automation, APIs, source control, or the integration and support of operational systems.
• Level of Education required to meet minimum qualifications:  High School diploma or equivalent required. Associates degree in engineering, computer science, electronics technology, telecommunications or a related field required.  A combination of education and/or experience sufficient to perform the duties may substitute for the degree requirement on a year for year basis in addition to the minimum years’ experience required above.
  
  
  

Physical Requirements: 

This is an Office Position but does require occasional work with other groups.  Ability to lift and carry up to 50 lbs. and work in cramped spaces and at heights. Hearing, vision, depth perception, and hand-to-eye coordination sufficient to perform job duties. Visual and auditory acuity necessary to operate equipment and identify color-coding. Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.) Strength and coordination sufficient to perform job duties.

Working Conditions:

Work is normally performed in an office environment with long periods of computer work.  Shift work, overtime and travel is required.  Position is subject to dealing with difficult people and situations. Occasional exposure to Inside/outside work; noise; standing; hot/cold temperatures; vibration; cramped quarters.

Special Conditions:

Required to participate in a rotational schedule working at the NOC; responsibility will include training of lower level technicians; troubleshooting complex customer issues using any and all required skills to perform the necessary duties; and consulting with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.

Background /Security Conditions

• Based on the position’s business needs, background and security checks are subject to Level 1 background checks.
  

Driving Requirements

• Must maintain and possess a valid driver’s license, proof of insurance, and a satisfactory driving record.

Location

• Must be a resident of Washington located in the Spokane Valley area.

Wage

• Wage range $31 - $41/hr DOE.
• This is a regular non-exempt position.
  

Benefits

• Defined Benefit Retirement Plan through the WA State Department of Retirement Systems
• 457b Optional Supplement Plan
• Medical, Dental and Vision insurance
• Accidental Death and Long Term Disability Plan
  
• Combined Paid Leave
• 11 Paid Holidays

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.  

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.