NOC Supervisor

At Boingo, our network is our product so our NOC is at the heart of what we do. As our NOC Supervisor, you'll work in our beautiful new office hub at the Star at Frisco. The space features a luxury resort, indoor stadium, championship golf courses and an entertainment district! You'll monitor and maintain our worldwide footprint of over 700K hotspots, using the latest technology to respond to issues impacting the performance of Boingo's global Wi-Fi and DAS carrier services network. You'll play a key role in maintaining our core provisioning / authentication infrastructure. 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. If you're ready to keep our systems up and running overnight for our half a billion users, then read on!

If you're ready to keep our systems up and running for our half a billion users, then read on!

Overnight Shift: Monday to Friday 10:00 pm to 6:30 am CST. This is the only shift that is open.

What does the job entail?

• Manage daily activities and sets performance goals accordingly
• Review trouble tickets and perform trouble trending analysis. Ensure incidents are tracked to resolution and properly closed out.
• Direct training and performance evaluations to develop staff
• Assign work and sets priorities as necessary to meet departmental KPIs
• Prepare periodic operational reports to ensure the NOC Team is achieving expected service levels
• Manage issues escalated to the NOC and adhere to response and resolution timelines for network performance and uptime goals and objectives.
• Reproduce and confirm product and service defects and report issues to Field Engineering, Network / Systems Engineering or Product Management
• Partner with Engineering teams to define and document SOPs. Oversee products and tools training for the NOC Team
• Monitor issues escalated by Tier I and Tier II support agents and investigate ways to identify these issues proactively
• Ensure client and customer inquiries are responded to within established timeframes and service levels are achieved
• Provide service restoration status and consultation to internal teams, management, as well as customers
• Oversee change control process, providing input into all changes to ensure minimal disruption to production systems

Have what it takes?

• Cisco or comparable vendor certifications with 4+ years' experience troubleshooting WLAN / LAN issues highly preferred. Data network elements such as IP routers, Ethernet switches, firewalls, etc.
• Strong understanding of RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP / IP, VLAN, WLAN, VPN and Wi-Fi protocols and technologies
• Knowledge of Linux and Windows systems including VMWare virtualization
• 2+ years leading a Network Operations group
• Excellent organizational, verbal, written communication, and interpersonal skills with meticulous attention to detail
• Strong problem-solving and critical thinking skills
• Proven ability to effectively coach, mentor and develop NOC Analyst staff to grow into Senior and Engineering roles.
• Experience diagnosing and resolving complex technical problems in a fast-paced environment with dynamic priorities, and SLA's
• Bachelor's Degree in Engineering, Computer Science / Information Technology preferred
• Excellent written and verbal communication skills
• Willing and able to come into the Frisco office 5 days a week.
• The open shift is: Monday to Friday 10:00 pm to 6:30 am CST

Meet Boingo

Boingo Wireless, Inc. helps the world stay connected. For more than 20 years, we've been designing, building, and managing cellular and Wi-Fi networks at leading venues in the country – the World Trade Center, Soldier Field, Hollywood Bowl, JFK, just to name a few!

Our team members love working with the leading edge of technology. Boingo employees also enjoy a collaborative and supportive culture, and a robust benefits package.

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.

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