The NOC Technician II is accountable for various levels of fault and performance management, including 1st level technical support activities associated with all Vonage call processing network elements, web support systems and transport facilities monitored by the NOC, as well as monitoring all associated building safety, environmental and security alarms. The NOC Technician II proactively monitors all Vonage call processing network elements, web support systems and transport facilities for fault and performance irregularities and with a high level of developed specialized skill sets, is able to independently identify and resolve complex network element or system failures through isolation, analysis and troubleshooting procedures. This position reports to a Technical Manager, requires strong interpersonal skills, and routinely interacts with internal network, engineering and customer care support organizations, field operations, external service providers and equipment vendors during normal service provisioning and trouble resolutions. Requires shift rotation work supporting after-hours, weekends and holiday coverage.

 Essential Job Functions

  •  Network fault and performance monitoring including:
    • Nagios
    • SolarWinds
    • Call performance graphs
    • Call quality monitoring
    • 911 alerts
    • NOC email management
    • Netcool
    • Other Network monitoring and management tools as they are deployed
    • Trouble ticket management (create, resolve, escalate and manage through to resolution)
    • Prompt identification, impact analysis and corrective actions associated with network degradation or outage events
    • Manage network outage troubleshooting calls
    • Monitor, manage and respond to system email alerts
    • Monitor and assist maintenance window activities
    • Perform 911 incident and trouble ticket management
    • Perform routine scheduled maintenance activities as required


Specific Requirements (Technical Knowledge, Software, Etc.)


  • VoIP networks, equipment and end user devices
  • Cisco, Sonus and Juniper equipment
  • Web system applications and uses
  • TCP/IP networking concepts
  • Windows and UNIX/Linux operating environments
  • MySQL and Oracle databases
  • Previous NOC experience desired



Additional Skills (would like to have but not required)


  • Advanced computing skills
  • Strong oral and written communications ability
  • Proficient reading and writing clear, concise technical reports and letters
  • Good negotiation and listening skills
  • Ability to prioritize and organize proficiently in fast paced environment
  • Reliable, Punctual, Dependable
  • Excellent problem solving abilities
  • Ability to effectively manage to deadlines
  • Comfortable interfacing with all levels of organizational management




  • Associates/Technical Degree or equivalent experience

 *** Please note this is overnight shift position***

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