Network Support Specialist

WHAT'S THE ROLE

The primary responsibilities of this position are for the support, maintenance and administration of the fixed voice network, Data, IPTV, IP/MPLS and ISP platforms to maintain a 99.99% Service Level Agreement. This shall ensure that the services provided to customers are continuously available and perform to Service Level Agreement (SLA) performance levels.

WHAT YOU'LL DO

1. Management of Core Voice Network, services and interconnections

• Huawei Softswitch, IP Multimedia System (IMS)
• Routing on Universal Access Control (UAC
• Home Subscriber Subsystem HSS Management
• Oracle virtual Session Border Controller (vSBC)
• Provisioning of SIP services on SBCs
• Subscriber Management (DMS / HFC)
• Local support to assist the regional  voice team, NOC (VNOC), VQA and Support CSC
• Migration of MYUC subscribers from legacy Oracle 4250 to Oracle vSBC infrastructure
• Provisioning of MYUC business groups (B2B voice service)
• Joint work with OLO for implementation and troubleshooting of voice services (through carrier team)
• Tier 3 troubleshooting of voice services of other local operators (OLO’s), MYUC (Hosted PBX) services, mobile mobile-to-mobile calls (transit routes on Oracle vSBC), Fixed-to-Mobile and Mobile-to-Fixed calls
• Mavenir voicemail platform administration for fixed and mobile subscribers
• Audiocodes configuration for copper migration

1. Ensure that ISP services are protected through monitoring, hardware, software, operating system upgrades, timely suggestions related to the IP network, and keeping backup servers online to improve robustness.

1. Provide 2nd level support for ISP service failures related to RADIUS, DNS, DHCP, email, and other services to internal staff, staff supporting external customers, and external customers.
2. Ensure the configuration of servers and customer data is frequently backed up to ensure business continuity.
3. Provide 2nd Level support for the Voice, IPTV/HubTV, and Broadband operations of a carrier class data network and serve as the operations subject matter expert in Broadband services (xDSL, PON, CMTS, MPLS), and Metro-Ethernet services including support of the core networks

1. Provide 2nd level support for issues/events/outages on the Core IP/MPLS Network

1. Provide input and suggestions to improving all operational aspects, related to the IPTV, Broadband, Transmission and Voice network infrastructure which could add value into increasing the quality of the service - end to end.

1. Assist with correcting capacity and performance issues for all Network traffic.

1. Updates service request tickets and performs escalations as required

1. Produce weekly and monthly reporting and perform trend analysis to assist in the support of ISP, BB, voice and Video.

1. Local support to assist the NOC, VQA and Support CSC

1. Interface with external groups such as Vendor Technical Support as required.

1. Prepare change request, MOP, reason for Outage (RFO’S) and Root Cause Analysis documentation after incidents/outages.

1. Performs miscellaneous job-related duties as assigned by the Senior Manager or D.T.O

Key Measures

• Define KPIs for ISP Services, IP/MPLS and access network, monitor and track KPIs to ensure High Network Availability.
• Schedules Pro-active Maintenance on the core network equipment
• Perform and document network backups and routine maintenance on schedule
• Document network problems and resolutions for future reference
• Work with the different technology teams for implementation of new technologies and arrange for knowledge transfer
• Monitor the performance of the network elements periodically and reports any change impacting service availability and/or performance to the Network Operations Center, ensuring timely resolution and clearance of network incidents consistent with Service Level Agreements.
• Action service orders in the Liberate queues within the SLA

WHAT YOU'LL NEED

Knowledge, Skills & Experience

• Bachelor’s degree in Computer Science, Telecommunications, Electrical Engineering, or a related field.
• Industry certifications such as CCNA, CCNP, Juniper or equivalent highly preferred.
• Strong networking skills in the Cisco & Juniper arena (Installation, configuration and troubleshooting)
• Must be able to understand networking routing and switching.
• Technical knowledge (including development, maintenance and troubleshooting) of Network Equipment.
• Working Knowledge (3 yrs +) of routing protocols, QoS, policy-based routing, MPLS and other routing technologies.
• Working experience (3 yrs +) of UNIX, DWDM, Switching, T1, VOIP (SIP, H248), HFC, GPON, XDSL, Juniper MPLS, Nokia MPLS, Calix, Adtran, Huawei and other MSANs
• Ability to provide critical information in a clear, concise and quick manner and possess excellent oral & written communication skills.
• Strong knowledge of UNIX such as Linux and Solaris operating system.

• In-depth knowledge of software configuration and installation (OSC Radiator, ISC Bind, etc) from source code and Linux packages

• Sound knowledge of virtualization (VMware) and database management (Mysql)