Overview
The Network Administrator I supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Surf Internet network. Recommends and schedules repairs. Provides Enterprise customer support for all network-based applications. Installs and configures routers, switches and FTTH equipment.
Reports To: Network Operations Manager
Department: Network and OSP Engineering
Job Status: Exempt
Responsibilities:
- Point of contact for Enterprise Customer, IVR and email communication
- Facilitate customer outage and maintenance notifications
- Coordinate dispatch of internet field support resources
- Remote support with customer, third party partner, or internal field support resources
- 24/7 network monitoring of device fault events, network health and network dashboards
- Acknowledge network monitoring alarms
- Manually validate network alarms on network devices or with ping/ trace routes
- Creation of ticket for enterprise/commercial customers
- Creation of ticket for network outages
- Facilitate incident/problem resolution
- Facilitate off-net circuit escalations
- Creation of change management tickets
- Change management facilitation
- Change management MOP documentation of predefined procedures
- Performing predefined change management procedures for the following:
-Customer-managed device
-Performing predefined change management procedures on wireless access networks
-Performing predefined change management procedures on fiber access networks
- Perform in depth troubleshooting and network outage root cause analysis for the following:
-Wireless access: common network incidents
-Fiber access: common network incidents
-Network Aggregation: common network incidents
- Update monitoring metrics and attributes for existing nodes
- Set up monitoring for new nodes or subnets (including groups)
- Maintain approved software revision for the following:
-Wireless access devices (radios, access points)
-Fiber access devices (ONTs)
-Residential managed CPE (Eeros)
-Commercial managed CPE (MikroTik)
- Document common tasks and procedures
- Perform in-depth troubleshooting and network outage root cause analysis for the following - Research and update device configurations based on SOW:
-Wireless Access (AP)
-Fiber Access (ONT)
-Customer Managed Devices
