Network Operations Specialist
4 weeks ago
About Megaport
Megaport is a global leader in Network as a Service (NaaS), revolutionizing the way businesses connect to the cloud. As a Network Operations Specialist, you will play a critical role in ensuring maximum uptime of our production network by monitoring and resolving network events in a timely manner. This role provides escalation support for the Customer Support team and ensures that planned changes are compliant and executed to meet service provision dates.
Our Team Culture
Megaport's culture is built on a foundation of collaboration, support, and innovation. As a member of our team, you will be part of a globally-positioned group of industry experts who lead by example. We prioritize our values and strive to deliver exceptional customer service in everything we do.
The Role
As a Global Network Support Engineer, you will work closely with our global team to resolve technical and non-technical issues. Your responsibilities will include monitoring our global network, providing escalation support, planning and implementing network changes, and maintaining technical relationships with vendors and internal engineering teams.
Key Responsibilities
Monitor Megaport's global network and resolve network events
Provide escalation support for Customer Support Specialists and other internal business units
Plan, process, manage, and implement network changes prescribed by Megaport Engineering and third-party suppliers
Maintain technical relationships with vendors and internal engineering teams
Proactively communicate incidents to internal and external stakeholders
Troubleshoot network, portal, and account issues using various monitoring tools
Collaborate with Customer Support Specialists and key business units to ensure high-level customer service
Analyze data to report on varying trends
Adhere to operations processing KPIs
Record all work completed in Megaport's OSS/BSS systems
Requirements
Knowledge of fundamental networking and software concepts
Ability to solve complex technical problems
Passion for network operations/engineering and technology, with a commitment to excellent customer service
CCNA/JNCIA with work experience in network incident resolution or network infrastructure
Innovative approach to problem-solving and incident resolution
Experience and understanding of fibre optic networks
Ability to communicate with all levels of business and act as intermediary between technical experts and customers
Strong focus on documentation with high attention to detail
Strong work ethic and a self-starter able to work remotely with little supervision
Motivated, engaged, and able to operate both autonomously and within a globally dispersed team environment
Scripting/coding experience will be highly regarded
What We Offer
Competitive compensation packages
Flexible working environments
Birthday leave
Generous study and training program + 5 days paid study leave
Additional leave via purchased annual leave scheme
Health and wellness program
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