LMC Tech - Tier III

ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

- Assist on a daily basis with the intermediate level support, maintenance and services of the Comcast IP network. (such as DHCP, Non-DHCP nodes moves, IP Scope Adds, IP Reclaims, Router Port Turnups etc)
- Support Customer Care Center Centers, local operations centers, and WNOC in meeting service delivery timeframes and providing initial trouble resolution of network outages/anomalies
- Utilizing methods based approach, formulate and exercise decisions related to TRIAGE, and risk mitigation for network elements and circuit related outages. Take steps necessary to identify and restore service in a timely manner.
- Provide escalation of network anomalies to the proper internal and external fix agencies
- Coordinate the review of catastrophic failures and provide feedback to prevent future occurrences.
- Monitor network and applications elements utilizing the tools interfaces provided. Tools may include (but not be limited to), NetCool, Spectrum, TTS, e-mail, telephone systems, and various EMS and Alarm interfaces. React appropriately to the reported problem including acknowledged of the issue with a ticket number for all service-affecting issues raised.
- Maintain a repository of all operating systems and application documentation (i.e. disaster recovery and security procedures, and other documentation as required) in order to expedite access to critical information.
- Assign low level triaged and classified problems to the appropriate Analysts. Tracking queues and ensuring timely & client processing.
- Review basic network & application performance results.
- Coordinate identification of root causes and develop recommendations for improvement.
- Respond to customer requests in a professional, accurate and efficient manner.
- Respond and adapt quickly to procedural changes.
- Communicate outage information on a real time basis in non-technical terms.
- Prepare shift turnover reports.
- Work in a 24 x 7 environment.
- Punctual, regular, and consistent attendance.
- Ability to work mandatory overtime
- Perform other duties as assigned.

Required Skills:
EDUCATION:
• A High School diploma
• A degree in Information Systems or Computer Science, or equivalent experience

EXPERIENCE:
- One to three years of NOC or Operations experience, related to resolving production related issues in Wide and Local area networks.
- Familiarity with Layer1, Layer 2 and Layer 3 troubleshooting practices and methodologies.
- Experience in decisions related to troubleshooting, with consideration for impact to customers, related impacts (real or potential).
- Familiarity with common Internet protocols (e.g. ARP, IP, TCP, DNS, BGP, OSPF, SNMP & DHCP).
- CCNA or equivalent experience.
- Basic understanding of CIDR
- Understanding of commonly used physical layer technologies.