Network Operations Center Lead - DigitalC

Position: Full Time, Hourly

Job Title: Network Operations Center Lead

Reports to: Head of Network Operations

Supervises: Network Operations Associates

Location: Cleveland, OH

DigitalC is a leading nonprofit technology social enterprise headquartered at the MidTown Tech Hive in Cleveland, Ohio's Hough neighborhood. Our journey began in 2015 with a singular focus: bridging the digital divide through digital skills training. Over the years, we have evolved into a dynamic force, refining our vision and mission to lead the way in ensuring an equitable digital future. Our vision is bold yet powerful: we aim to change the world one connection at a time. We achieve this by providing superior internet access, fostering accessible community spaces, and delivering tailored technology training. At the heart of our mission is the deployment of a premier, state-of-the-art network that is not only affordable and reliable but also sustainable. We are on a mission to bridge the digital divide-for good.

Job Summary:

We are seeking a Network Operations Center Lead (NOC) to oversee the monitoring and troubleshooting of customer and building/tower wireless equipment. The ideal candidate will work closely with the Customer Experience, Engineering, and Network Field teams to provide proper support, updates, and resolutions for incidents related to existing or new deployments. The ability to multitask, prioritize work, and maintain diligence and attention to detail is critical in this role. Flexibility in availability for non-standard business hours and holidays is required.

Responsibilities:

• Become familiar with DigitalC's network, technologies, tools, and daily operations.
• Lead the NOC team, optimizing daily operations and responsibilities for efficient performance.
• Provide tier 2 technical support for customer issues and field operations teams.
• Handle escalated customer premise equipment (CPE) tickets, providing tier 2 support.
• Act as a liaison between internal teams and third-party subcontractors for customer installations and trouble ticket resolutions.
• Monitor alarm activity for customer and internal building infrastructure using software monitoring systems such as TCS (Tarana), Siklu EMS, Nokia, Ubiquiti UISP, Zabbix, LibreNMS, and integrated CRM tools.
• Perform notification and escalation of incidents as documented in customer-specific procedures, following established guidelines and standards.
• Conduct routine maintenance and troubleshooting for customer issues in response to on-call duties or preventative maintenance.
• Accurately track and document all technical issues in a detailed manner.
• Track incidents to ensure that response times and availability requirements established in the SLA are met.
• Create, maintain, and update trouble tickets with accurate and detailed information in accordance with established procedures.
• Troubleshoot and support radio frequencies (RF) link performance, reliability, and quality.
• Optimize network performance (both wired and wireless) by monitoring alerts and collaborating with the engineering team on incident resolution.
• Provide support for capacity and frequency planning during new building deployments.
• Develop, maintain, and update a library of technical documentation.
• Perform other duties as assigned.

Qualifications:

• Associate or Bachelor's degree in Information Systems, Computer Science, or equivalent work experience.
• A minimum of three (3) to five (5) years of experience in technical support roles.
• Strong expertise in wireless networking protocols, standards, technologies, designs, and implementations in enterprise or carrier networks.
• In-depth understanding of Radio Frequencies (RF) and Radio Access Network (RAN) design.
• Proficiency in Wireless Point-to-Point (PtP) and Point-to-Multipoint (PtMP) deployment and configuration.
• Ability to troubleshoot issues methodically and identify root causes.
• Experience with routing and switching.
• Core competency in IP, TCP, UDP, DHCP, DNS, SMTP, SNMP, and Syslog.
• Strong interpersonal skills with the ability to work and lead in a team environment.
• Analytical skills and a continuous drive for improvement and progression.
• Ability to meet deadlines and complete time-sensitive tasks.

Preferred but not Required:

• Background in Internet Service Providers (ISP), Wireless ISP, or Telecommunications.
• Experience in Radio Frequency (RF) engineering for wireless planning.
• Proficiency in 802.11x protocols.
• Wireless networking certifications such as Network+, CCNA, or CCNP.

Benefits

• Generous Medical, Dental, Vision, Life insurance benefits for full-time employees
• 401(k) opportunity with company match for full-time employees
• Paid Time Off (PTO)
• Paid Holidays
• Company gatherings and learning opportunities

DigitalC is an equal opportunity employer and does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

I understand that DigitalC is an at-will employer and neither the completion of this application nor any other part of my consideration for employment establishes any obligation for DigitalC to hire me. If I am hired, I understand that either DigitalC or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of DigitalC has the authority to make any assurance to the contrary.

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