NOC Analyst

Boingo simplifies complex wireless challenges to connect people, businesses and things. For 20 Years, Boingo has been leading the way, pioneering first after first. No matter what wireless technology comes next, Boingo will be there.

At Boingo, our network is our product so our NOC is at the heart of what we do. As our NOC Analyst, 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!

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

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

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
• The open shift is: Tues-Sat 10:00pm-6:30am 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.