Job Description
Key Responsibilities by Category:
Experience Level (SA/APM & PM)
- 310 years in Network Operations within Telecom or ISP environments.
- Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels.
Customer Circuit Support
Provide Tier 2/3 support for escalated network and customer incidents.
- Communicate directly with enterprise customers, offering timely updates and resolutions.
Network Equipment Support
- Configure, install, and maintain network devices (Routers, Switches, NIDs).
- Work with platforms such as Juniper /Cisco/Nokia/Ciena/Accedian.
Protocol Troubleshooting
- Diagnose and resolve issues related to BGP, MPLS, Ethernet Switching, VLANs, STP, LAG.
- Utilize CLI and SNMP-based tools for analysis and troubleshooting.
Fiber Testing & Diagnostics
- Conduct RFC 2544 testing and validate network throughput.
- Assist field engineers with OTDR testing for fiber faults.
NOC Monitoring & Escalation
- Monitor alarms and performance metrics in a 24x7 NOC environment.
- Escalate complex issues to senior engineering teams or external vendors.
Documentation & Reporting
- Log diagnostics, resolutions, and RCA in ticketing systems.
- Maintain clear incident reports and resolution timelines.
Collaboration
- Coordinate with Field Engineers, Provisioning, and Engineering teams.
- Liaise with third-party vendors for hardware troubleshooting and escalations.
Customer Communication
- Provide professional, timely, and clear communication to customers and internal stakeholders.
- Maintain high standards in both written and verbal communication.
Technical Proficiency
- Hands-on experience with Juniper, Cisco, Nokia, Accedian, Ciena.
- Exposure to Telco infrastructure, FTTx, DWDM is a plus.
Certifications (Preferred)
- Cisco: CCNA/CCNP, Juniper: JNCIA/JNCIS, Nokia certifications preferred.
Tools & Testing Experience
- Experience with OTDR, iPerf, Wireshark, RFC 2544, and vendor-specific diagnostic tools.
Soft Skills
- Strong analytical, troubleshooting, and documentation abilities.
- Calm and effective under pressure in high-availability environments.
Communication
- Excellent verbal and written English communication skills.
