Job in ISP E-NOC

Well I got a call from a recruiter today about a job in there noc. He told me that everything seemed good but they want me to get my ccna done asap (which is cool cuz I want to anyway). They guy said I passed the "test" and the next steps is a phone interview with the IT manager.

It would be a big bump in pay and they have some 3rd shift work (which would be nice). I would be a 2nd level helpdesk ("engineering") which means I would get to work with Linux/Unix, Cisco, and other fun stuff.

Well I will get contacted again w/in 48 hours so we will see...

Anybody who works at an isp:

What is it like?
Things I should know?

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Comments

networker050184

Good luck!

I work for an ISP. From your short description it sounds like you will be working trouble tickets. Most ISPs have their transport group, network group, systems group, security group etc. What your exact function will be varies by group/department. You may just be doing initial triage and shipping the tickets to the appropriate group. Whats the job description say?

Bl8ckr0uter

networker050184 wrote: »

Good luck!

I work for an ISP. From your short description it sounds like you will be working trouble tickets. Most ISPs have their transport group, network group, systems group, security group etc. What your exact function will be varies by group/department. You may just be doing initial triage and shipping the tickets to the appropriate group. Whats the job description say?

Here is the job desc:

Responsible for the surveillance & control of the enterprise Network Operations Center monitoring systems. Monitors, evaluates and responds to alarms in the enterprise Network Operations Center to ensure the integrity of the customers network and servers. Ensures data integrity and the detailed recording of information in trouble tickets and daily logs to ensure timely resolution of problems, and provide documentation for future preventative planning. Logging calls and emails from customers requesting assistance, changes, or reporting issues. A person in this position also coaches entry level personnel through implementation and with the direction of actions necessary to ensure the effective delivery of services, while helping to ensure procedural compliance, SLA compliance, and network and device integrity.

And other stuff:

Certifications Required:
·A+ Certification and Network +

Certifications Preferred:
·MCP or MCSA, and CCNA – preferred

Special Skills/Knowledge Required
·Requires working knowledge of computer operations.
·Knowledge in the use and administration of remote access software (PCanywhere, Terminal Server, Exceed, etc)
·Working knowledge of Cisco routers and switches
·Working knowledge of servers.
·Working knowledge of monitoring and trouble ticketing toolsets, (Network Node Manager, Service Desk, BMC Patrol, etc.)
·Strong customer service skills
·Attention to detail
·Performing administrative skills
·Performing clerical skills
·Interpret Logs and Alarms
·Reading/comprehending technical specifications
·Attending meetings, conferences, etc.
·Working in teams, task forces, etc.
·Collecting and analyzing data, information, etc.
·Analyzing and developing solutions to problems
·Operating business machines (computers, keyboards, etc.)
·Providing technical support
·Preparing and delivering information in a written form
·Preparing and delivering information orally in an informal setting

So you are probably right but at least it is a step in the right direction..

networker050184

Sounds like you will be providing support/monitoring for managed services customers. Looks like some solid experience!

Panzer919

networker050184 wrote: »

Good luck!

I work for an ISP. From your short description it sounds like you will be working trouble tickets. Most ISPs have their transport group, network group, systems group, security group etc. What your exact function will be varies by group/department. You may just be doing initial triage and shipping the tickets to the appropriate group. Whats the job description say?

I second that. I also work for an ISP and we have 3 tiers. Level 1 takes care of the 12 o'clock flashers, level 2 can help them with their services and level 3(where I’m at) does everything. Our level 3 is broken up even farther into Network Support Specialist 1, 2 and enterprise. I am in the Enterprise group so I do the same thing as our Network and Field Engineers but I also have to sit in the NOC on the phone.

IMHO, it's a good starting point. Get in the door and ask tons of questions. What I did was when I heard about something I wasn’t sure about I would write it down and research it. I now have a small library (mainly Cisco and some Sonet stuff). You don’t have to spend a lot of money on books if it’s just for learning. Half.com is where I got my books and often I bought them for under $10. Plus there is tons of free info on the web.

Bl8ckr0uter

networker050184 wrote: »

Sounds like you will be providing support/monitoring for managed services customers. Looks like some solid experience!

hopefully. I may have to change my plans and go for MS certs (urg...) but for what this job is paying I will jump on that. I may be seen in the MCSE forums real soon (assuming everything works out ok and by ok I mean I get it

)

Bl8ckr0uter

Panzer919 wrote: »

I second that. I also work for an ISP and we have 3 tiers. Level 1 takes care of the 12 o'clock flashers, level 2 can help them with their services and level 3(where I’m at) does everything. Our level 3 is broken up even farther into Network Support Specialist 1, 2 and enterprise. I am in the Enterprise group so I do the same thing as our Network and Field Engineers but I also have to sit in the NOC on the phone.

IMHO, it's a good starting point. Get in the door and ask tons of questions. What I did was when I heard about something I wasn’t sure about I would write it down and research it. I now have a small library (mainly Cisco and some Sonet stuff). You don’t have to spend a lot of money on books if it’s just for learning. Half.com is where I got my books and often I bought them for under $10. Plus there is tons of free info on the web.

Cool. they told me I will need to get some exchange knowledge quickly so I may start there. Along with Windows Server, ISA, and so on. Also UNIX.

mikej412

Good Luck!! Sounds like it could be a great opportunity!!

L0gicB0mb508

Awesome, congrats on the new gig. Sound like you will be doing a wide variety of stuff. ISA and Exchange aren't horribly difficult unless you are doing a lot of high level stuff with them. You should be able to pick it up in no time.

Bl8ckr0uter

Thanks guys.

They said they really need people and hopefully I can get the interview and start within the next 2 weeks. For the ISP people, what is the dress code where you work? I am in a place where torn jeans are ok.

networker050184

knwminus wrote: »

Thanks guys.

They said they really need people and hopefully I can get the interview and start within the next 2 weeks. For the ISP people, what is the dress code where you work? I am in a place where torn jeans are ok.

Where I work now its no jeans Mon - Thur, but besides that is pretty relaxed as long as you wear a collared shirt. I can't stand tucking my shirt in and I'm glad thats not a requirement.

At my last job (also an ISP) it was collared shirt and any kind of pants you wanted Mon - Fri. Still probably not a good idea to wear ripped jeans though.

I'd probably pass on any job that requires too strict a dress code. I got enough of that in the military.

Bl8ckr0uter

networker050184 wrote: »

Where I work now its no jeans Mon - Thur, but besides that is pretty relaxed as long as you wear a collared shirt. I can't stand tucking my shirt in and I'm glad thats not a requirement.

At my last job (also an ISP) it was collared shirt and any kind of pants you wanted Mon - Fri. Still probably not a good idea to wear ripped jeans though.

I'd probably pass on any job that requires too strict a dress code. I got enough of that in the military.

lol well at this point I would wear whatever it takes. I am SO(!) sick of helpdesk/cs bull. I need a change of pace...

networker050184

knwminus wrote: »

lol well at this point I would wear whatever it takes. I am SO(!) sick of helpdesk/cs bull. I need a change of pace...

Oh yeah, if I needed a job I'd wear a damn chicken suit if they asked me!

Bl8ckr0uter

networker050184 wrote: »

Oh yeah, if I needed a job I'd wear a damn chicken suit if they asked me!

Hells yea. At any rate I will keep everyone update when I find info.

Bl8ckr0uter

Well I still haven't got a call from the ISP yet but I am still hopeful. While waiting, I started thinking about my certification plan.

My Immediate Career Goal:
To be a Network Engineer.

My certification plan:
Well after the CCNA, I thought I was going to do the CCNA:S and then on to CWNA making sure to load up on "Networking" certifications. But as this process (with the isp) has taught me, I am going to need Microsoft certs to get into Network Support and then ultimately "Networking" certifications to get into engineering. So I have revamped my plan. I am not sure which is better however.

CCNA/MCSA/CCNA:S/MCITP:SA/...

or

CCNA/MCSE/CCNA:S/...

I know that the MCSE is more well known but ultimately I think people are moving towards server 2008. Furthermore the job that I hope to get, doesn't even mention "MCSE" at all. But if I do the MCSE, it would take almost 4 quarters of classes off for my degree program so that is also a benefit. I am not sure.

Maybe something like this would be best:
CCNA/MCSE/CCNA:S/MCITP:EA and/or MCITP:SA

The thing is I really would like to get into "Networking" work and I know that it maybe more difficult if I get into the MS work. At any rate, for those who have read the description of the job in my previous post, what do you think? Or do you have a different suggestion?

networker050184

IMO if you don't want to get into Windows administration then skip the MS certifications. Just take it one step at a time and get certified on what you work with.

Bl8ckr0uter

networker050184 wrote: »

IMO if you don't want to get into Windows administration then skip the MS certifications. Just take it one step at a time and get certified on what you work with.

That is what I was thinking

!

But the job description mention MS certs and IF I get this job then I would like to be able to move up.

EDIT: How about this Networker:

Are the CCNA/CCNP your only certs? If so do you usually work with Cisco or are you in a broader role (more than "networking", like system support)?

Panzer919

yeah but you can specialize in some things but be a jack of all trades in another. I'm specializing in Cisco but I know my way around Windows servers and linux enough to be able to either know what to do or be able to google it and get through it. Sometimes that's as important as getting certified in everything.

If your goal is network engineering, start with CCNA and see how things go. It may be a Cisco shop like ours is or they might have Alcatel, Juniper or a mix of all.

networker050184

knwminus wrote: »

Are the CCNA/CCNP your only certs? If so do you usually work with Cisco or are you in a broader role (more than "networking", like system support)?

Yep thats my only certs. I work strictly networking, but not only Cisco. I work with Juniper, Foundry, Nortel, Overture and Redback stuff right now. The vast majority is still Cisco though.

Bl8ckr0uter

Panzer919 wrote: »

yeah but you can specialize in some things but be a jack of all trades in another. I'm specializing in Cisco but I know my way around Windows servers and linux enough to be able to either know what to do or be able to google it and get through it. Sometimes that's as important as getting certified in everything.

If your goal is network engineering, start with CCNA and see how things go. It may be a Cisco shop like ours is or they might have Alcatel, Juniper or a mix of all.

I think this might be a good idea. Even though the MCSE will take some classes off of one of my degree programs, it will not help me that much in the long run (as much as a CCNA/NP/SP would). So I will play it by ear and go from there.

Bl8ckr0uter

networker050184 wrote: »

Yep thats my only certs. I work strictly networking, but not only Cisco. I work with Juniper, Foundry, Nortel, Overture and Redback stuff right now. The vast majority is still Cisco though.

Interesting. Mind if i inquire why?

networker050184

Not sure exactly what you are asking but....

Why do I work strictly networking? Because thats what I like to do and thats what I have all my experience with. I couldn't be an MS admin, because it never interested me so I never learned it. The only servers I've ever worked on were either Call Manager or a nix box I'm running script or using as a t-ftp server.

Why are my only certs Cisco? Again, I'm only interested in networking and the best networking certifications to have are Cisco. I've worked with Cisco devices the majority of the time also so it seems like a logical way to go.

Bl8ckr0uter

networker050184 wrote: »

Not sure exactly what you are asking but....

Why are my only certs Cisco? Again, I'm only interested in networking and the best networking certifications to have are Cisco. I've worked with Cisco devices the majority of the time also so it seems like a logical way to go.

That was my question. I guess I see your point. I guess I was just curios as far as your logic to your decision.

Bl8ckr0uter

Good News!!!!

I got a call from the recruiter again. He told me that the hiring manager has decided to skip and phone interview with him and I can come in for an interview on Monday @ 11:00am. They said there are 8 people (including me) that are going to be interviewed and 4 of us are going to get a job. I should know by Wed of next week. But I am getting ahead of myself.

I havent done an interview in a while so I will focus on getting myself ready mentally. I need to start thinking about other things as well such as questions I would ask (what they expect from their employees, dress code, etc) and I will not focus on the money aspect unless someone brings it up. But I am happy about this and hopefully this time next week I can call myself a noc engineer

But back to working and studying

Panzer919

Congratz! Now to study for the interview!

Bl8ckr0uter

Panzer919 wrote: »

Congratz! Now to study for the interview!

I thought about that. I recall seeing something on linked in about tech interview questions. I may look over that this weekend. I have also getting familiar with Network Node Manager and I think I will set up terminal server at home over the weekend.

stlsmoore

I would stick with the networking certs if I was wanting to be purely a network engineer (which is what I want to be). At the very most I would consider getting the MCSA but I wouldn't go all the way to the MCSE. Honestly anything beyond one Microsoft Cert for one of the Window Servers would be overkill for most network engineers. If you end up dealing with Cisco VoIP stuff you'll need to understand about remoting into Unity Servers, Microsoft Exchange, Active Directory, and a few other things.

You're potential position sounds a lot like the job I've been with for a little bit. Kind of in the front lines fielding calls, doing some of the smaller troubleshooting tasks, and monitoring circuits. I came from the Microsoft network amdinistrator side of IT so this is a whole new world to me still but I love it! I work for a small ISP and it's a really laid back cool atmosphere with no dress codes! It can be stressful being the only tier1 guy handling the calls on a busy Monday though sometimes.

One thing you'll notice on the networking side of things is that there is a lot more responsiblity and flak if you drop the ball. Mainly because if something isn't working it usually means that the customer has no network connectivity completly and every second they are down you're losing them money. Much different from the Microsoft side of things were you could just blame the software or create a simple work around haha

Bl8ckr0uter

stlsmoore wrote: »

I would stick with the networking certs if I was wanting to be purely a network engineer (which is what I want to be). At the very most I would consider getting the MCSA but I wouldn't go all the way to the MCSE. Honestly anything beyond one Microsoft Cert for one of the Window Servers would be overkill for most network engineers. If you end up dealing with Cisco VoIP stuff you'll need to understand about remoting into Unity Servers, Microsoft Exchange, Active Directory, and a few other things.

You're potential position sounds a lot like the job I've been with for a little bit. Kind of in the front lines fielding calls, doing some of the smaller troubleshooting tasks, and monitoring circuits. I came from the Microsoft network amdinistrator side of IT so this is a whole new world to me still but I love it! I work for a small ISP and it's a really laid back cool atmosphere with no dress codes! It can be stressful being the only tier1 guy handling the calls on a busy Monday though sometimes.

One thing you'll notice on the networking side of things is that there is a lot more responsiblity and flak if you drop the ball. Mainly because if something isn't working it usually means that the customer has no network connectivity completly and every second they are down you're losing them money. Much different from the Microsoft side of things were you could just blame the software or create a simple work around haha

I think I might do the MCSA, at the very most MCSA:S or MCSA:M or MCSE (just because it would help out with school) and possibly upgrade to the 2008 stuff (much later). As for Networking certs, CCNA:S, CCDA, and Juniper stuff will be in the not to distant future. I have also been thinking about the CWNA and some VIOP certs.

Honestly I am only thinking about doing the MCP/MCSA because the job posting mentioned it and if I get the job, I don't want to be held down because I dont have MS certs. If I get my way, I wont even do the MCSA and just focus on the CCNA:S then move on to either Juniper or CCDA or CWNA. We shall see...

Bl8ckr0uter

off to the interview. Lets see how this goes.

L0gicB0mb508

knwminus wrote: »

off to the interview. Lets see how this goes.

Good luck on the interview! Be sure to let us know how it goes.

Bl8ckr0uter

L0gicB0mb508 wrote: »

Good luck on the interview! Be sure to let us know how it goes.

Well Im back.

The interview was short, (less than 1/2 hour) which makes me nervous.
I think it went pretty well. It was pretty straight to the point. I interviewed with the hiring manager and his lead engineer. They asked me a few questions about my current job and a previous job (the hiring manager use to work at my previous job). I was told that they need 4 people with varying shifts (which is fine by me). They asked me some basic networking and subnetting questions (always be prepared for this guys, always!!!!) which were very easy to me (thanks subnettingquestions.com). Then he told me about the job.

Now the job is almost a pure network support job. I would be a part of a monitor team that supports over 110k ports on cisco devices. A very small amount of server work would be required but mostly networking. They basically asked me if I would be ok with an snmp alarm coming to me and telling me to fixed it. I said yes (I am a littled nervous but I still want it really bad). They told me that MS certs would be no where near as important as Cisco certs, so I am keeping my plan of CCNA/CCNA:S by the end of the year and then focusing on some other certs. More than likely CCDA/CCNA:V then CCNP because they also deal with network design (mostly tier III stuff) and VOIP (voice and video). They also said they as it stands now I would be in a monitor group but there will be a big push to get most issues resolved at Tier II (which is a problem for them now). I have called off for the rest of the day at my current job and I will focus on studying for the CCNA to get this thing done. I also think I will start my latest book "Network Warrior" and try to bone up on net troubleshooting. The company is a Cisco/Mircrosoft/Trend partner as well as a few others.

Lets see how this goes....