Network Support Engineer

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

• 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

• 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.

• 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.
• Ensure the configuration of servers and customer data is frequently backed up to ensure business continuity.
• 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

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

• 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.

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

• Updates service request tickets and performs escalations as required

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

• Local support to assist the NOC, VQA and Support CSC

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

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

• 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)