Network Operations Center (NOC) Analyst I

OzarksGo•Fayetteville, AR

About The Position

OzarksGo, a telecommunications subsidiary of Ozarks Electric Cooperative, provides all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma. The NOC Analyst I works in a 24/7/365 environment monitoring and responding to enterprise-wide technical operational issues. The role monitors and maintains edge network devices and network performance, investigates and troubleshoots network, video, application, and data center or hut facility issues, coordinates network cutovers and upgrades, and supports engineering deployments and performance optimization. The analyst creates, updates, assigns, and escalates trouble tickets; documents major incident reviews and troubleshooting procedures; and communicates issues clearly to stakeholders, customers, service partners, vendors, and internal groups. The position also answers Key Account customer support calls, supports CSR/TSR escalations, and develops and uses Python to automate or assist business objectives. Other assigned duties may be required. The position has no supervisory responsibilities. The work is performed under normal office conditions, though some irregular hours may be required. The employee may encounter noise and intermittent standing and walking, and may occasionally push, carry, or lift items. The job includes regular sitting, talking, or hearing; frequent use of hands; and occasional standing, walking, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling. Occasional lifting or moving of up to 25 pounds and frequent lifting or moving of up to 10 pounds are required. Job offers are contingent on passing a background check, providing proof of U.S. work eligibility, and passing a drug test. A valid driver's license without violations that would prohibit insurability is required.

Requirements

High school diploma required.
Two years of experience working in a NOC, data center, or technical customer service environment.
Proven experience in a 24/7/365 environment.
Strong problem-solving and critical-thinking skills.
Strong troubleshooting skills, including executing and documenting resolutions.
Familiarity with how networks, operating systems, storage, and applications interact in a large-scale environment.
Strong documentation skills and ability to communicate clearly and concisely with leadership staff, service partners, and vendors.
Excellent organization, communication, and time-management skills.
Ability to use traditional office productivity tools, including MS Office, Outlook, and Windows/Mac.
Ability to understand complex issues and strong attention to detail.
Professional attitude.
Intermediate database skills and basic word processing/typing skills.
Ability to write reports, business correspondence, and policy/procedure manuals, and to present information and respond to questions from managers, clients, customers, and the general public.
Ability to apply advanced mathematical concepts and mathematical operations, including those used in statistical analysis.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret technical instructions in mathematical or diagram form and deal with abstract and concrete variables.
Ability to operate equipment normally found in an office environment.
Valid driver's license without violations that would prohibit insurability.
Ability to meet the stated physical requirements, including occasional lifting or moving up to 25 pounds and frequent lifting or moving up to 10 pounds.

Nice To Haves

Bachelor's degree in engineering or computer science preferred.
Juniper JNCIA, JNCIS-SP, or Cisco CCNA certification is a plus.

Responsibilities

Monitor and respond to enterprise-wide technical operational issues in a 24/7/365 environment.
Monitor, manage, and maintain edge network devices, performance, and quality across networks; perform MOPs.
Document and distribute major incident review reports in the agreed format.
Develop strong relationships with customers and supporting departments.
Create trouble tickets and assign them to the correct internal workgroups for customer and network troubles.
Update assigned tickets and escalate them to carriers and personnel as needed until completion.
Coordinate network cutovers and upgrades, ensuring schedules are planned to avoid customer service outages.
Investigate and troubleshoot networking systems, video and application infrastructure, and data center or hut facilities, including HVAC, fire suppression, power systems, and door security.
Communicate issues to stakeholders in real time, clearly, and through multiple channels such as phone and IM.
Maintain documentation of configuration and troubleshooting procedures for team members and departments.
Support Engineering groups with system deployments and performance optimizations.
Interact daily with other OzarksGo groups, including CSRs, Engineering, and OSP.
Answer Key Account customer support calls.
Support CSR/TSR team escalations.
Develop, maintain, and use Python to automate or assist in accomplishing business objectives.
Complete assigned IT/Security training.
Perform other duties as assigned to fulfill OzarksGo objectives.