Overview
The Network Administrator’s primary responsibility is to montior, troubleshoot, track and report on the daily operational activities of Surf Internet’s fiber-based network and systems. The Network Administrator supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Surf Internet network. Recommends and schedules repairs. Provides Enterprise customer support for all network-based applications. Installs and configures routers, switches and FTTH equipment.
Reports To: Network Operations Supervisor
Department: Network and OSP Engineering
Job Status: Non-Exempt
Responsibilities:
· Incident Management: Monitor the Surf network for events and anomalies that may lead to disruptions to our customer experience
· Outage Management: Initiate, coordinate and lead triage efforts to restore customer services and mitigate future events
· Point of contact for Enterprise Customer, IVR and email communication
· Facilitate customer outage and maintenance notifications
· Coordinate dispatch of internet field support resources
· Remote support with customer, third party partner, or internal field support resources
· 24/7 network monitoring of device fault events, network health and network dashboards
· Acknowledge network monitoring alarms
· Manually validate network alarms on network devices or with ping/ trace routes
· Creation of ticket for enterprise/commercial customers
· Creation of ticket for network outages
· Facilitate incident/problem resolution
· Facilitate off-net circuit escalations
· Creation of change management tickets
· Change management facilitation
· Change management MOP documentation of predefined procedures
· Performing predefined change management procedures for the following:
o Customer-managed device
o Performing predefined change management procedures on wireless access networks
o Performing predefined change management procedures on fiber access networks
o Performing predefined change management procedures on network aggregation devices
· Perform in depth troubleshooting and network outage root cause analysis for the following:
o Wireless access: common and complex network incidents
o Fiber access: common and complex network incidents
o Network Aggregation: common and complex network incidents
o Network Core: common network incidents
· Maintain approved software revision for the following:
o Wireless access devices (radios, access points)
o Fiber access devices (ONTs)
o Residential managed CPE (Eeros)
o Commercial managed CPE (MikroTik)
o Fiber access shelf (OLT)
· Document common tasks and procedures
· Perform in-depth troubleshooting and network outage root cause analysis for the following - Research and update device configurations based on SOW:
o Wireless Access (AP)
o Fiber Access (ONT)
o Customer Managed Devices
o Fiber Access Shelf (OLT)
o Network Aggregation Devices
