Our Tier 2 NOC Engineer is responsible for advanced troubleshooting, fault isolation, incident escalation, and network optimization within a globally distributed IP and Optical network.
Requirements
- Operate and troubleshoot a globally based IP or Optical network.
- Perform fault isolation and resolution on Layer 0 and 1 network issues.
- Manage and escalate critical events, communicating clearly and concisely with stakeholders.
- Support network circuit and hardware troubleshooting, including patch panels, optics, and cabling.
- Detect and diagnose various error/failure conditions across an array of network device types.
- Provide hands-on support for network incidents, collaborating with peers and other cross-functional teams.
- Serve as the escalation point-of-contact during business hours, handling troubleshooting and process issues.
- Coordinate with Field Resources to resolve issues that impact network infrastructure.
- Own incident response processes, including escalations to higher-level support teams when necessary.
- Rapidly respond to major network incidents, supporting SEV initiation and resolution processes.
- Monitor the BBO network infrastructure ticket queues, ensuring timely and accurate ticket handling.
- Track and document incident resolution steps, maintaining accurate logs in ticketing systems.
- Contribute to the creation of monitors, alerts, dashboards, and performance metrics to drive continuous improvements.
- Provide feedback on recurring network issues, refining troubleshooting procedures and SOPs.
- Support network optimization efforts, participating in scaling initiatives.
- Document and optimize operational processes and procedures, ensuring alignment with best practices.
- Follow Return Merchandise Authorization (RMA) processes and coordinate with vendors for hardware replacements.
- Ensure accurate inventory and documentation in collaboration with audit and asset management teams.
- Monitor tickets for adherence to SLAs, ensuring prompt issue resolution.
Benefits
- Medical provided through UHC (PPO, HSA, Surest options)
- Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through UHC
- Nationwide Vision provided by UHC
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms
- Corporate Wellness Program provided by Goomi Group
- Employee Assistance Program
- Wellness Days 401k Plan
- Basic and Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
- Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
