Network Operations Analyst

Centric Services•The Woodlands, TX

15d

About The Position

The Network Operations Analyst is responsible for proactive network monitoring, resolving complex network issues, manage escalations, and drive problems to resolution per defined SLAs. This position reports to the Director, Network Operations and is considered a mid-level technical role. Job performance is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.

Requirements

Associates degree, two-year technical degree, relevant military experience, equivalent special electronics training, or equivalent work experience is required
1 – 2 years of experience in a Fiber Optic cable / ISP and OSP environment
Demonstrated telephone, communications, and interpersonal skills are required
No issues working various shifts, holidays, and/or weekends
Effective communication skills oral and written, as required in responding to customer questions and complaints
Organized and attentive to detail with the ability to multi-task
Must have an understanding of networks

Nice To Haves

CCNA and/or Calix
Experience with PON (GPON, XGS-PON, etc.) networks and equipment helpful
Experience provisioning and troubleshooting cloud PBX and SIP platforms
Basic scripting / coding
Data communications, digital communications, operating systems and applications, telecommunications, computer support, project management, and/or power

Responsibilities

Provision newly installed equipment and coordinate with project GigaGuides to ensure that the customers equipment is up and running in an effective and timely manner
Proactively monitor customer network
Document events and alarms, report network performance to management
Follow customer alerts and notifications requirements
Perform remote troubleshooting on point-to-point radios, battery chargers, routers, switches, CPE, and other monitored devices.
Coordinate field technician dispatches in cooperation with Operations Dept.
Provide case updates and notifications per contract requirements.
Prepare and present daily shift reports (escalations, network status, ongoing issues, etc.)
Follow all NOC process and procedures.
Initiate escalation requests per internal and external requirements
Generate documentation for processes in the NOC as needed
Effective communication and escalation of alarms ensuring quick resolution
Completing trouble tickets to document alarms; and answering incoming telephone calls to the NOC
Field Work – Functional testing of the network at sites as needed