Subject: GNOC VOIP Operator Author: Greg Cioffi Date: 4/2/2008 Body: Apply at: www.anterosolutions.com Click on Job Opportunities. Fill out form including top 3 job skills. Click Submit. Attach resume WORD document. JOB TITLE: GNOC VOIP Operator REPORTS TO: GNOC Supervisor POSITION TYPE: Independent Contractor COMPENSATION: $25 - $30 per hour Basic Purpose: Provides first-line network and systems surveillance and incident management support as a member of a team/desk within Global Network Operation Center (GNOC). Job Duties and Responsibilities: Duties include: • Provide surveillance of the network using all applicable GNOC Network and Systems Management Tools • Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with GNOC incident management guidelines • Quickly identify and analyze network events from network monitoring system • Troubleshoot, evaluate, track, and manage network problems and recommend the best solutions while escalating to higher tiers according to NOC procedures • Follow through and assist in troubleshooting after escalating to engineering staff • Respond to network activities, as required—this includes supporting SLA commitments between network operations and internal/external customers • Facilitate and coordinate the flow of communications between the GNOC and internal groups, as well as external vendors and third party ISP partners • Responsible for providing high-level network operations support for all divisions and Regional Data Centers nationwide • Manage change tickets within the guidelines of the GNOC change management procedures • Provide input and feedback for the use and optimization of GNOC network management applications/tools as well as GNOC processes and procedures • Work with limited supervision (sometimes independently) while providing clear, documented activities to include customer or technical issues • Understand and respond properly to escalation procedures • Inform manager or supervisor in a clear, concise, and timely manner of any customer or technical issues. • Provide quality, timely and accurate end-to-end support of any issues within defined areas of responsibility—this includes (but not limited to) phone, email and instant message (IM) contacts and documentation/tracking of the incident in the ticketing system • Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information • Escalating outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time • Monitor and track scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities • Provide input and fe   Cancel