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The Senior NOC Technician will provide 2nd level technical support to all managed and unmanaged networks controlled from the FirstLight Core NOC. This position provides technical leadership and guidance for the NOC in proactive alarm management, network analysis, maintenance and health checks as well as being an escalation point for the customer and NOC peers. When the system malfunctions, the Senior NOC Technician troubleshoots the network across multiple vendor platforms, makes repairs or refers to the next level of technical hierarchy (Engineering) to restore services as quick as possible. There are three main roles in the Network Operation Center (NOC). Surveillance, Repair, and Communications/Documentation. This is to quickly recognize network anomalies, ensure maximum possible service availability and performance, and to communication and document the actions of the NOC.

This position is responsible for providing technical guidance and training to the NOC Technician along with the FirstLight customer base. The individual will be responsible for working closely with all Network Operations teams ensuring customer satisfaction and ticket resolution. Perform the roles/responsibilities of the NOC Technician I and Senior NOC Technician positions as required.

The position also includes some queue, workload, and team lead responsibilities. The Senior NOC Technician is expected to be a technical focal point within the team, validating escalations into 2nd & 3rd level Technical Support, and overseeing Core Network Events that impact multiple customers and systems.

The shift for this position is Sunday through Wednesday, 1pm-12am and is eligible for shift differential.  

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Resolution and diagnosis of network and system faults at a 2nd line support level through proactive alarm management and technically escalated network faults.
• Management of technically escalated issues that may require hands-on management of 3rd party vendor activities and customer liaison.
• Monitoring network performance, highlighting any deficiencies through the appropriate channels via network health checks and identification of activities that present risk to the live networks. Action and resolve using the correct processes and procedures.
• Provide operational assistance to all areas of Network Operations, mentor, and train members of the NOC. 
• Manage Major Service outages. Lead conference bridge directing activities. Update notifications in a timely manner. Work with OSP, GIS, and field teams as required. Direct NOC team to update customers and internal mail groups. 
• New Hire Training
• Job role will involve potential on call duties.

Recommended SKILLS 

• Good communication skills with ability to converse technical information to all audiences.

REQUIRED SKILLSETS

Expert knowledge of the operations and repair of telecommunications systems to include, but not limited to, the following hardware platforms:

About FirstLight:

FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight’s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.

FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.