Network Operations Center Analyst
About The Position
NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Spokane Valley, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,800 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. This is a 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. The position's customers include NOANET Management, Network Users, and Internal NOANET Customer Support groups and all NOANET customers.
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.
- Demonstrated knowledge of Ticketing Systems.
- 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.
- Must maintain and possess a valid driver’s license, proof of insurance, and a satisfactory driving record.
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
- Keep customers updated on trouble resolution progress (Ticketing, Email, Phone Call)
- Escalate severe or chronic customer issues; create performance improvement plans in collaboration with the Product owner, including Engineering & Field resources.
- Maintain 24x7x365 Awareness of the network
- Be aware of Customer Needs & Tendencies
- Adhere to Service Level Agreements (SLAs)
- Perform Maintenance (Reactive & Proactive Prevention)
- Escalate internally and externally as needed to expedite repairs and awareness
- Evaluate data to determine trends, chronic devices, regions, timeframes
- Establish and monitor outage bridges.
- Communicate the technical and regulatory status of the NG911 Network.
- Provide technical assistance and training to internal and external groups to resolve problems affecting customers.
- Respond to circuit and facility outages within NOANET’s network.
- Isolate outages and work with appropriate technical groups to restore service.
- Perform daily operational checks on all network elements and associate equipment to maximize reliability.
- Participate in a rotational schedule working at the NOC
- Train lower level Analysts
- Troubleshoot complex customer issues using any and all required skills to perform the necessary duties
- Consult with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.
Benefits
- Shift differential opportunities
- Premium holiday pay opportunities
- Certification-based pay increases
- Career advancement opportunities
- Tuition reimbursement for approved job-related degree program
- Defined Benefit Retirement Plan through the WA State Department of Retirement Systems
- 457b Optional Supplement Plan
- Medical, Dental and Vision insurance
- Accidental Death and Long Term Disability Plan
- Combined Paid Leave
- 11 Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
