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Network Operations Specialist
Network Operations SpecialistLanceSoft, Inc. • Melbourne, FL, US
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Network Operations Specialist

Network Operations Specialist

LanceSoft, Inc. • Melbourne, FL, US
5 days ago
Job type
  • Full-time
Job description

Looking for an enthusiastic, goal oriented, and engaged team member to fill an exciting Customer Service Representative opportunity and become a key member of our fast paced and dynamic Network Operations Control Center (NOCC) supporting the safety of our national airspace. A technical background is not required, but the ideal candidate has a passion and disposition for continued learning and professional growth.

This innovative position will offer candidates the opportunity to start as a Customer Service Representative (CSR) with the expectation for continued growth and progressing into roles of increasing responsibility and technical knowledge to potentially become a Network Operations Specialist (NOS).

Base pay range

$28.00 / hr - $31.00 / hr

Job Description

  • Provide technical support handling inbound and outbound calls, managing Outlook Email queues, and inputting data to an Incident Management Queue in a Call Center environment.
  • Monitor alarm conditions, analyze, and troubleshoot network to proactively identify and minimize disruption and impact to the FAA network.
  • Use software tools and procedures, check availability and assign field technicians to jobs.
  • Maintain Field Technician incidents tickets (submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).
  • Able to follow standard procedures and prioritize tasks according to urgency and importance, in a team environment and adapt quickly to new procedures and changing situations.
  • Ability and willingness to learn the OSI Model.
  • Willing to participate in team training to learn IP and Time Division Multiplexing (TDM) technologies.
  • Ideal candidate will have proven communication and customer service skills, strong attention to detail and be able to remain calm during urgent situations.
  • Work in an onsite 24x7 network Call Center environment where shift and workday flexibility is required, along with on-call hours.
  • Support short-term emergency evacuation to local backup facilities, if initiated.

Qualifications

  • High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary / Associates Degree with a minimum of 2 years of prior related experience.

    • Preferred Knowledge, Skills, and Abilities

  • Networking experience with OSI Layers 1, 2, and 3.
  • Networking technologies experience with SONET and / or Time Division Multiplexing (TDM).
  • Familiarity working with networking technologies such as RF, OSPF, BGP, MPLS, and HSRP.
  • Employ test methods to analyze channelized / unchanneled T1, T3, utilizing DACs equipment, Ethernet, IP, Frame Relay, ATM, WAN, LAN, SONET, and TDM.
  • Experience with Network Management tools such as Cisco Prime SNMPc, Orion, and Netflow.
  • Experience in UNIX and Remote Access solutions.
  • Experience with call center phone systems and working with geographically dispersed teams.
  • Interest to track metrics and seek operational improvements using Excel.
  • Experience with Office Applications (Outlook, Excel), Remedy Incident Management System (or equivalent), or Dispatch experience.
  • Certifications (or willingness to learn) such as Cisco Certified Network Associate (CCNA), Network+, JNCIA, and ITIL v4.

    • Seniority level

    Associate

    Employment type

    Contract

    Job function

    Customer Service and Engineering

    Industries

    Telecommunications and Computer and Network Security

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