Network Operations Center (NOC) Analyst I

OzarksGo•Fayetteville, AR

20h•Onsite

About The Position

OzarksGo, based in Fayetteville, Arkansas, is a telecommunications subsidiary of Ozarks Electric Cooperative. They offer all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma. This role involves working in a 24/7/365 environment to monitor and respond to enterprise-wide technical operational issues, manage network devices, document incidents, and troubleshoot networking systems, video, application infrastructure, and data center facilities. The position requires strong problem-solving, critical thinking, and communication skills, with a focus on maintaining network performance and customer service.

Requirements

High school diploma required.
Two years' experience working in either a NOC, Data Center, or Technical Customer Service environment.
Must be able to write reports, business correspondence, and policy/procedure manuals.
Must be able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Must be able to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.
Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Must be able to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Proven experience in a 24/7/365 environment with strong problem solving and critical thinking skills.
Strong troubleshooting skills through execution and documenting of resolution.
Familiar with how network, OS, 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 skills, communications skills, and time management skills.
Must be able to use all traditional office productivity tools (MS Office, Outlook, Windows/Mac, etc.).
Ability to understand complex issues.
Strong attention to detail.
Professional attitude.
Intermediate: Database.
Basic: Word Processing/Typing.
Must be able to operate all equipment normally found in an office environment.
Must have valid driver's license without violation, which would prohibit insurability.
Regularly required to sit, talk, or hear.
Frequently required to use hands to finger, handle, or feel.
Occasionally required to stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.
Must occasionally lift and/or move up to 25 pounds; frequently lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception; and ability to adjust focus.

Nice To Haves

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

Responsibilities

Monitor and respond to enterprise-wide technical operational issues in a 24/7/365 environment.
Monitor, manage, and maintain all edge network devices, performance, and quality across networks.
Perform MOPs (Methods of Procedure).
Document and distribute all 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 all customer and network troubles.
Update assigned tickets, escalating to various carriers and personnel as required until completion.
Coordinate network activities related to cutovers and upgrades to ensure schedules are appropriately planned to avoid customer service outages.
Investigate and troubleshoot issues with networking systems, video and application infrastructure, and data center/hut facilities (HVAC, fire suppression, power systems, and door security).
Communicate issues in real-time to stakeholders effectively, clearly, over multiple channels (phone, IM, etc.).
Assist in maintaining documentation of configuration and troubleshooting procedures to facilitate other team members and departments.
Support Engineering groups on system deployments and performance optimizations.
Engage in daily interaction with all other OzarksGo groups (CSRs, Engineering, OSP, etc.).
Answer Key Account customer support calls.
Support CSR/TSR team escalations.
Develop, maintain, and utilize Python to automate or assist in accomplishing business objectives.
Complete any IT/Security training as assigned.
Perform any other duties assigned in order to fulfill the objectives of OzarksGo.