Analyst I, NOC (Tier I)

Northwest Open Access Network•Spokane Valley, WA

2d•$22 - $25•Onsite

About The Position

This is an entry-level technical position within the Network Operation Center (NOC) responsible for on-shift surveillance, call management, and first-response troubleshooting and resolution of the company’s Core & Edge Network. The primary goal is to ensure the highest level of network availability by restoring service and minimizing the need for escalation to Tier II NOC and Field/Network Engineering. The role involves monitoring the network 24x7x365, understanding customer needs and Service Level Agreements (SLAs), performing reactive and proactive maintenance, and evaluating data to identify network trends. The position requires direct customer communication, escalation of issues, and providing technical assistance to internal and external groups. A basic understanding of telecommunications and the ability to follow documented procedures are essential.

Requirements

Demonstrated ability to work independently and as a member of a team.
Excellent oral and written communications skills.
Ability to track and document multiple network events accurately.
Ability to monitor the network to ensure network availability to all system users.
Proper phone etiquette with all customers 24x7 and provide clear, concise and consistent communications.
Knowledge of Ticketing Systems.
Ability to establish and monitor outage bridges.
Ability to communicate the technical and regulatory status of the NG911 Network.
Responsible for direct customer communication and escalation.
Provide technical assistance and training to internal and external groups to resolve problems affecting customers.
Demonstrated knowledge in LAN/WAN technologies, internet and server platforms.
Ability to diagnose basic routing problems.
Basic understanding of network concepts such as Packet Loss/Jitter, Ping, Throughput, Availability.
Demonstrated knowledge of IP protocols and address spacing, IP routing and switch components.
Basic understanding of one or more of the following protocols: RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP/IP, VLAN, WLAN, VPN and Wi-Fi.
Basic Knowledge of MPLS Networking, Ethernet Switch and IP Routing
Minimum of one year of increasing responsibility and experience in a telecommunications central office environment.
High School diploma or equivalent.
Maintain and possess a valid driver’s license, proof of insurance, and a satisfactory driving record.
Subject to Level 1 background checks.

Nice To Haves

Industry specific certifications are highly valued and can contribute toward education.
Certifications of preference: Network+, Nokia, CCENT, CCNA (Cisco), Juniper certifications.
Associates’ degree in Telecommunications, Computer Science or related field; OR a combination of relevant education and/or work experience sufficient to perform the duties may be substituted for the degree on a year-for-year basis.

Responsibilities

Provide on-shift surveillance of the company’s Core & Edge Network.
Manage incoming service-related calls and troubleshoot customer service issues.
Keep customers updated on trouble resolution progress via ticketing, email, and phone calls.
Escalate severe or chronic customer issues and collaborate on performance improvement plans.
Monitor the network to ensure network availability to all system users.
Establish and monitor outage bridges.
Communicate the technical and regulatory status of the NG911 Network.
Respond to circuit and facility outages within NOANET’s network, isolate outages, and work with technical groups to restore service.
Perform daily operational checks on all network elements and associated equipment.
Participate in a rotational schedule working at the NOC.
Train lower-level Analysts.
Consult with employees, other departments, and/or management to determine root cause of incidents, outages, or service failures and implement corrective actions.