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NOC Technical Team Lead

Company: MITEL
Location: Austin
Posted on: September 13, 2019

Job Description:

Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications.

With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

We're seeking a candidate with a strong technical background to coach and mentor NOC Engineers for the Global Network Operations Center- this position is based in Austin, TX. The Global NOC Technical Team Lead is responsible for proactive monitoring, troubleshooting, and resolution of Tier 2 network incidents in support of mission critical platforms. Proven expertise in extensive network support of high-availability networks, applications, and the ability to provide support to Tier 1 staff is required. This position may require a rotating schedule and support off-hours.

Responsibilities


  • Train and Mentor the NOC Engineers including coordinating training and performance evaluations
  • Motivate and inspire employees to continually strive for a world class support experience
  • Focus on monitoring customer location uptime, provide immediate support to address voice and network quality
  • Communicate with systems and engineering departments as well as external carriers to resolve and prevent issues
  • Monitor all aspects of network/systems infrastructure and provide outbound communications
  • Provide 2nd level support to resolve complex, technical problems
  • Effectively communicate status to the incident Response Team and staff
  • Documentation of trouble resolution through the use of trouble ticketing system

    Requirements

    • 4 years related experience
    • In depth TCP/IP and OSI Model knowledge
    • CCNA certification
    • Experience with OSPF (BGP a plus) and general LAN protocols
    • Strong understand sub-netting and network segmenting
    • IP routing - configuration & troubleshooting
    • Understand route tables
    • Telco circuit knowledge & troubleshooting skills


      • T1 - serial interface configuration
      • MPPP and load-balancing
      • Loopback testing with local provider
      • Interface error troubleshooting
      • Must have working knowledge of channelized DS3s
      • PSTN basic knowledge
      • Experience with ISDN preferred
      • Solid knowledge of contact centers, PBXs, voice mail technologies, with practical experience in support in these areas is required
      • Strong communication and documentation skills required
      • Desire and ability to develop technical skills and take on additional responsibilities in order to add value to departmental and Mitel mission and goals
      • Capable with basic HP/Cisco router & switch administration
      • Hands-on network troubleshooting experience
      • Previous experience working in a Network Operations Center is highly preferred
      • Experience with HP OMI-NNMI a plus

        Education

        • BA/BS Degree or equivalent experience a plus
        • Networking or voice certifications such as CCNP, CCIE a plus
        • MySQL, Red Hat, HP, and Microsoft certifications a plus

          Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

          These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

          The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

Keywords: MITEL, Austin , NOC Technical Team Lead, IT / Software / Systems , Austin, Texas

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