TERAGO is looking for a NOC Specialist to join the team reporting to the Escalation & Technology Manager, this highly organized, detail-oriented individual will be responsible for providing exceptional technical and client service on behalf of TERAGO and to maintain/grow TERAGO’s national network. This individual will resolve escalated complex system and network problems, specifically in Data Service, Wireless Network Services and Cloud infrastructure in a timely manner. They will also provide 3rd level technical support to the NOC Tier II staff.

This role will be the escalation support for NOC team to resolve customer & network incidents, to ensure continual service. Other duties might include provision of new or existing services (moves/adds/changes) at customer’s request (online when possible), involving network builds, network maintenance, release/change management and capacity management, while maintaining consistent communication with the client throughout.

• Monitor and maintain backhaul network stability/availability (proactively).
• Responsible for following up and tracking client/corporate escalation management.
• Part of the team to directly support approximately (>4000) customers in 35 markets with technical service issues in a national NOC (Network Operations Centre) environment.
• Troubleshoot client issues within the fixed wireless network, and SD-WAN solutions.
• Equipment engineering, upgrades, repairs, modifications, and installations.
• Perform same functions & duties as a NOC Technician as required.
• Monitor over (15000+) network elements using industry standard monitoring tools such as HP OpenView, Intermapper, MRTG, Weather map cacti and other tools as deemed necessary.
• Interface directly with customers and track interactions, progress and resolution in trouble tickets.
• Respond to and resolve troubles reported by customers or management systems in a timely manner.
• Perform timely technical and management escalations for outstanding troubles.
• Perform 3rd level technical and management support to Tier II NOC technicians
• Provision new or existing services including Cisco routers and switches, Redline and Ceragon radios, and various Linux platforms.
• Analyze Service Assurance performance and the disposition of all trouble tickets, Administer and report NOC objectives such as MTTR, Network Availability, call and Trouble Ticket volume, Trouble Ticket resolution, and call centre metrics.
• Other duties include activities involving network builds, network maintenance, release/change management and capacity management.
• Coordinate engineering involvement for trouble resolution where required.
• Ensure TERAGO’s records, drawings, etc. in Visio are kept accurate and up to date.
• Work shifts and be available for rotating off-hours on-call duties.
• Provide after hours on-call support to level 2 technicians.

• Bachelor’s Degree in Information Technology, Computer Science or Computer Engineering.
• Cisco CCNP certification is required.
• Fortinet FCP certification is required.
• Strong hands-on experience with the Fortinet suite (FortiGate, FortiManager, FortiAnalyzer, FortiSwitch etc.).
• Proficiency in configuring and managing Fortinet SD-WAN solutions.
• Minimum 5 years of experience supporting internet/WAN/data/cloud infrastructure.
• Advanced knowledge of routing protocols such as BGP, OSPF, MPLS, VPLS and IP protocols such as SNMP, SMTP, HTTP, 802.1Q, and Spanning Tree in addition to RF experience
• Basic knowledge of Linux operating system
• Advanced knowledge of Cisco routers (ASR9K, NCS, ME3600/3800 series), switches (3750, WS-3850 C9300, NEXUS 7K, 9K series), access servers and commands.
• Experienced working with both Cisco IOS-XE and XR platforms.
• Experience with wireless, Data services and cloud-based technologies.
• Experience in a technical leadership role demonstrating the ability to train and share knowledge with other staff members.
• Ability to effectively train and share knowledge and expertise with other staff members.
• Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio

• Please submit your resume via email to: teragocareers@terago.ca

TERAGO is an Equal Opportunity Employer and welcomes and encourages applications from all interested and qualified candidates. TERAGO will provide accommodations throughout the recruitment, selection, and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform TERAGO staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.