Network Operations Technical Analyst

SUMMARY

We are currently looking to hire a Managed Services NOC Engineer. This role plays an important part in the technical aspects of the ITIL service delivery. This may be focused on one or more of Operational Strategy, Incident Management, Change Management, Service Requests, Event Management and Problem Management. The position is responsible for maintaining and developing the technical skills required to provide these services to our customers in accordance with our performance and service level agreements. Indicators

The Managed Services NOC Engineer acts onto system-generated Alarms and/or Notifications by Customers and is responsible for handling those from creation through to resolution.

This role plays an important part in the technical aspects of the ITIL service delivery. This may be focused on one or more of Operational Strategy, Incident Management, Change Management, Service Requests, Event Management and Problem Management. The position is responsible for maintaining and developing the technical skills required to provide these services to our customers in accordance with our performance.

As a Managed Services Engineer, you will ensure a strong focus on the client and delivery to meet their requirements, resolve issues and provide a professional service to their satisfaction. This includes but is not limited to, maintaining good customer communication as a point of escalation. Managing internal support escalations through all supporting levels. Performing detailed analysis and resolution of alert tickets in line with client and ITIL record management processes and standards and providing support performance analytics and reporting

Qualified candidates will be dedicated to enhancing the Ribbon MNOC team and will work under the guidance of experienced staff.

The role is based in Prague and requires the ability to travel up to 50 % of the time to Ribbon Communication premises to collaborate with the team members.
 

POSITION RESPONSIBILITIES

• Monitor the incoming Alarms and Notifications from either, systems deployed at Customer premises or our own Hosted and Managed solutions
• Contribute to postmortems and root cause analysis for incidents, developing and implementing corrective actions under supervision
• Troubleshoot and resolve technical problems
• Analyze network and equipment configuration problems and defects
• Provide escalation support for operations issues
• Provide remote troubleshooting when required
• The preparation of equipment configurations and validation of configurations for new installations, changes within the network, software upgrades, …
• Development and maintenance of monitoring and fault diagnosis procedures to support effective fault resolution
• Interface with higher tier Technical Support and Engineering departments to address customer’s issues in the most effective manner
• Knowledge transfer, executing internal training
   

EDUCATION AND EXPERIENCE

• BSc in Telecommunications / IP Networking
• Basic understanding of ITIL Framework
• Experience in customer support
• Requires technical knowledge of the following areas: TCP/IP,  SNMP and SIP protocol
• Technical expertise in Microsoft WPS, Collaboration Services (MS Teams, MS Exchange, OneDrive), Azure, on-premises networks.
• Experience with infrastructure monitoring and management tools.
• Problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.  
• Experience with ITIL or other service management frameworks.
• Language skills: Fluent in English (writing and speaking)
   

Advantages

• Experience in IP and Voice Networks for Telecommunications – Advantage
• Solid operating system knowledge (Linux, Solaris)
• Basic experience with Cloud Computing Platforms such as AWS, AZ and or GCP

​The successful candidate must be eligible to work in Czech Republic.

Please Note:

'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.'