Analyst I, NOC (Tier I)

Northwest Open Access Network•Spokane Valley, WA

20h•Onsite

About The Position

Technical position to provide on-shift surveillance, call management, first response troubleshooting and resolution of the company’s Core & Edge Network in order to provide the highest level of network availability by restoring service and minimizing call outs of Tier II NOC and Field / Network Engineering. NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Spokane, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers. NoaNet’s members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000.

Requirements

Demonstrated ability to work independently and as a member of a team.
Excellent oral and written communications skills required.
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.
Capable of demonstrating 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 is required.
High School diploma or equivalent required.
Ability to lift and carry up to 50 lbs. and work in cramped spaces and at heights.
Hearing, vision, depth perception, and hand-to-eye coordination sufficient to perform job duties.
Visual and auditory acuity necessary to operate equipment and identify color-coding.
Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.)
Strength and coordination sufficient to perform job duties.
Must maintain and possess a valid driver’s license, proof of insurance, and a satisfactory driving record.
Background and security checks are 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 required; 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

Answer all incoming service-related calls
Troubleshoot customer service issues- even those that are not our problem
Keep customers updated on trouble resolution progress ( Ticketing, Email, Phone Call)
Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owner, including Engineering & Field resources.
24x7x365 Awareness
Awareness of Customer Needs & Tendencies
Service Level Agreements (SLAs) Maintenance (Reactive & Proactive Prevention)
Escalate internally and externally as needed to expedite repairs and awareness
Evaluation of data to determine trends, chronic devices, regions, timeframes
Respond to circuit and facility outages within NOANET’s network.
Isolate outages and work with appropriate technical groups to restore service.
Diagnosis of basic routing problems.
Perform daily operational checks on all network elements and associate equipment to maximize reliability.
On-shift surveillance, management, advanced-level troubleshooting response and trouble resolution.
Training of lower level Analysts
Troubleshooting complex customer issues using any and all required skills to perform the necessary duties
Consulting with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.