NOC Analyst

Boingo Wireless is searching for a talented, full time, Network Operations Center (NOC) Analyst to join our Operations Team. The Boingo NOC is responsible for monitoring, maintaining and first-line response to issues impacting the quality and performance of Boingo’s global Wi-Fi and DAS carrier services network, core provisioning/authentication infrastructure and worldwide footprint of over 600K hotspots. The right candidate will bring years of professional experience in a 24/7 NOC environment utilizing industry standard tools, diagnostics, communication, issue tracking and documentation for fault detection, response and resolution to meet or exceed SLAs.

Responsibilities:

• Leverage industry standard tools, experience, and proactive testing to monitor the availability and performance of server infrastructure and networks.
• Respond to alerts, inbound email/voice calls and fault detection with event classification, prioritization, triage, communication, diagnostics, documentation and escalation.
• Diagnose and repair network quality and outage issues remotely.
• Create, update and route trouble tickets as needed using trouble ticketing system in response to issues detected. Track ticket status to resolution and close out documentation
• Adhere to response and resolution timelines to ensure quarterly network performance and uptime goals/objectives.
• Create and update shift reports and turnovers.
• Maintain network performance standards throughout venue lifecycle for alert/event resolution, threshold definitions, trend analysis and proactive maintenance.
• Implement device configuration updates and execute scripted configuration changes on the production network
• Coordinate on site break/fix dispatches with third party vendors. Monitor dispatches to ensure they are completed within SLA parameters and assist with statement of work to be performed on site
• Recommend, design and implement procedures to optimize network break/fix and quality operations
• Participate in change management and release process to include change request processing, approval collection and coordination at UAT
• Ensure quality and accuracy of all network, issue and process documentation through utilization of internal collaboration tools
• Work remotely temporarily due to Covid-19
• Work from home days possible

Requirements:

• 3-5 years work experience in Tier 3 or Support Engineering Network Operations role preferably in a service provider environment preferred
• Minimum 3 years work experience with LAN/WAN IP networks, routing/switching technologies/protocols and Wi-Fi access networks
• Minimum 3 years experience with Linux support/administration, server health monitoring, application monitoring, diagnostics and basic shell scripting
• Strong understanding of RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP/IP, VLAN, WLAN, VPN and Wi-Fi protocols and technologies
• Demonstrated experience in Cisco or comparable hardware device configuration, backup and change management
• Ability to analyze application or device logs and packet traces for issue diagnosis
• Ability to break down complex problems into manageable chunks for fault diagnostics and root cause analysis
• Experience with at least one access controller platform: Mikrotik RouterOS Hotspot, Colubris, Nomadix, Cisco ISG etc. highly preferred
• Strong understanding of several industry standard monitoring tools (Tivoli Netcool, Cacti, Splunk, Cisco NCS/WCS, Aruba Airwave etc)
• Must be able to generate and analyze reports in Excel w/ intermediate understanding of advanced Excel functions
• Excellent written and verbal communication skills
• Ability to diagnose and resolve complex technical problems in a fast paced environment w/ dynamic priorities
• CCNA highly preferred
• Bachelors Degree in Engineering, Computer Science / Information Technology preferred
• Flexible work hours a must. Potential for regular night shifts, weekends and on call scenarios

Successful applicant must comply with the federal contractor Covid-19 Workplace Safety mandate requirements.  

Meet Boingo

Boingo Wireless, Inc. helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks reaches more than a billion consumers annually. From airports and stadiums to universities and military bases, Boingo helps folks stay connected to the people and things they love.

Our team is creative, collaborative, and on the leading edge of technology. There is no doubt the “secret sauce” to Boingo’s success is our incredible team and culture. We take pride in having fun and staying healthy. There’s also an incredible benefits package including health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more! Plus our award-winning headquarters in Westwood boasts 360-degree views of LA, from Catalina to the Hollywood Sign. It’s no wonder we’ve been named among the Best Places to Work in LA six years in a row!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, disability or veteran status.

COVID-19 update: Yes, Boingo is hiring! Through our vast footprint of wireless networks, Boingo helps the world stay connected to the people and things they love. Our mission is as important now, as ever.
The health, happiness, and welfare of our team – current and future teammates – is our top concern. Therefore, we’re conducting our “in-person” interviews via video. Social distancing can prove the power of virtual connection. We can still get to know one another, while following the latest public health recommendations. So, connect today, and help us continue to connect the world with the people and things they love.