NOC Tier 1 Technician

• The ability to work within a team to achieve goals on individual issues as well as larger projects.
• Desire to assist customers with a variety of service-related issues in a fast-paced, independent, operation center service environment with an emphasis on quality. Able to demonstrate a high level of patience with customers of a wide range of technical levels.
• Time management skills to properly prioritize one’s tasks and adjust as needed to accommodate critical issues and tasks.
• Regular participation in on-call rotation.
• Provides proactive monitoring, operational support (up/down status), and basic troubleshooting for all Ntegrated solutions by utilizing the appropriate tools (Salesforce, PRTG, product GUIs, etc.).

o SLA and Non-SLA circuits
o 4G/5G routers (Peplink, BEC, etc.)
o Cisco Merakis
o Ubiquiti WAP
o Ubiquiti routers
o Bigleaf SDWAN
o Velo SDWAN
o Cisco voice routers
o Fortigate firewalls
o Netsapiens voice platform
o Asterisk voice platform

• Provide advance troubleshooting and MACD on the following solutions.

o 4G/5G routers (Peplink, BEC, etc.)
o Cisco Merakis
o Non-SLA circuits
o Netsapiens voice platform

• Provision/configuration of the following solutions.

o 4G/5G routers (Peplink, BEC, etc.)
o Cisco Merakis
o Ubiquiti WAP

• Perform test and turn-up of the following solutions.

o 4G/5G routers (Peplink, BEC, etc.)
o Cisco Merakis
o Non-SLA data circuits
NOC Tier 2 Technician

• Perform all roles of a NOC Tier 1 Technician as well as the additional roles listed below.
• CCNA Certified
• Provide advance troubleshooting and MACD on the following solutions.

o Bigleaf SDWAN
o Velo SDWAN
o Ubiquiti routers
o Ubiquiti controller and WAP
o SLA data circuits

• Decommission of hardware solutions

o 4G/5G routers (Peplink, BEC, etc.)
o Cisco Merakis
o Ubiquiti routers
o Ubiquiti WAP
o BigLeaf SDWAN
o Velo SDWAN
o Cisco voice routers
o Fortigate Firewalls

• Provision/configuration of the following solutions.

o Bigleaf SDWAN
o Ubiquiti routers

• Perform test and turn-up of the following solutions.

o Bigleaf SDWAN
o Ubiquiti routers
o Ubiquiti WAP
o Netsapiens voice platform
NOC Tier 3 (Senior Technician)

• Perform all roles of a NOC Tier 1 and NOC Tier 2 Technician without assistance/escalation as well as the additional roles listed below.
• CCNA Certified
• Provide advance troubleshooting and MACD on the following solutions without assistance/escalation.

o Velo SDWAN
o Fortigate firewalls
o Asterisk voice platform
o Cisco routers

• Provision/configuration of the following solutions without assistance/escalation.

o Velo SDWAN
o Fortigate firewalls
o Cisco routers

• Perform test and turn-up of the following solutions without assistance/escalation.

o Velo SDWAN
o Fortigate firewalls
o Cisco routers
o Asterisk voice platform