Job Description:

Anaylyst-Adv NMC

Job ID: 2021-29020

Location:

1111 Stewart Ave,

Bethpage, NY

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying 7,100 route miles connecting 15,000 on-net/LIT buildings, With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath's continued focus on network excellence and a "customer first" service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Responsibilities

Under the minimal direction, Candidate will be responsible for advanced troubleshooting and support of the Lightpath Network. The Advanced Network Support Analyst will be the NMC "Subject Matter Expert", providing advanced support to all staff of the NMC. The NMC directs and actively coordinates all testing, maintenance, and repair functions for all services and all elements within the Lightpath network. Utilizing a myriad of unique and proprietary Operational Support Systems, candidates will provide support to each element to test, diagnose, fault locate and resolve network issues directly and or coordinate dispatches until the issue is resolved.

DUTIES AND RESPONSIBILITIES

• Conduct monitoring and intrusive testing for all transports, and, managed services.


• Surveillance and management support for the Lightpath network


• Open and track trouble tickets to resolution, either resolving, or escalating.


• Manage, and support trouble tickets utilizing Remedy, NetCracker, and carrier/client administration gateways.


• Perform routine maintenance on all voice, data and transport services.


• Execute problem avoidance practices to maintain a high level of reliability.


• Perform initial problem analysis and triage to escalate tickets when appropriate.


• Serve as liaison with end users, managers, and technical teams to communicate problems until a resolution is reached.


• Interface with other departments and work groups on a daily basis including Provisioning, Engineering, and Installation.


• Ensure metrics, and goals are exceeded for network availability, and MTTR


• Ability to work flexible hours, including evenings, weekends, holidays and overtime and on-call rotation as required.

SCOPE

• Maintain targeted Network availability objectives of 99.999


• Meet or exceed "On Net" MTTR 3.0 objectives are met.


• Complete on average of 20 Trouble/Service tickets per day


• Target first call trouble management resolution rate >95%


• Exceed target ACD ASA < 18.0sec

Qualifications

QUALIFICATIONS

• Bachelor's degree or comparable field experience.


• Minimum 5 years voice and or data networking experience.


• CCIP, CCNP, certifications preferred.


• Experience with DWDM, Sonet, MPLS, Ethernet, Cisco routing, and switching including platform support.


• Ability to view, and report SLA performance data, Ethernet QOS statistics utilizing proprietary reporting solutions.


• Strong knowledge to support intelligent transport and managed service solutions for E-line V-Line, E-Lan, VOIP, VPN, internet access, bundled services, and managed routers.


• Thorough understanding and experience in using varied Graphical Interface Systems, technical schematics, equipment configurations, trouble isolation, etc.


• Proven ability to multitask, strong verbal, and written skills required.


• Ability to persuade and use problem solving conflict resolution skills.


• Participate in flexible work schedule 24X7, and standby rotation.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

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