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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.

The opening is for the the overnight shift (9pm - 6am) Tuesday through Saturday.

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

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

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.


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Location

10960 Wilshire Blvd Suite, Los Angeles, CA 90024

An Insider's view of Boingo Wireless

How does your team reward individual success?

Boingo’s success is a product of our people, which is why we take pride in creating a work environment where employees feel rewarded. Employees are offered competitive pay, equity in the company (RSU's), attractive bonus plans, 401(k) with employer matching and more. These are just some of the reasons Boingo is an awesome place to work.

Genevieve

Director, Talent Acquisition

What is your vision for the company?

It’s all about 5G! Our team is currently working on technologies that will be crucial to power 5G. I recently led our team of engineers to a significant milestone when Boingo rolled out the first private LTE network on the 3.5 GHz Citizens Broadband Radio Service (CBRS) band at a major commercial venue—Dallas Love Field Airport.

Kishore

VP, Engineering

What are Boingo Wireless Perks + Benefits

Boingo Wireless Benefits Overview

• Communication Reimbursement to assist with business costs (Wi-Fi, cellular, office equipment)
• Charitable Donation Match
• Gym Reimbursement
• Smartphone or Device Reimbursement
• Password Management Reimbursement
• Tuition Assistance Program
• 401(k) Retirement Plan with company matching
• Quarterly Bonuses
• Health, Dental, Vision Coverage, plus Short & Long Term Disability, Life & Business Accident Travel insurance
• And more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Boingo Unity, Boingo Women, Boingo Veterans
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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