Network Operations Center (NOC) Analyst II

OzarksGoFayetteville, AR
Onsite

About The Position

OzarksGo, based in Fayetteville, Arkansas, is a telecommunications subsidiary of Ozarks Electric Cooperative. We offer all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma. We are seeking a Network Operations Center (NOC) Analyst II to join our team and contribute to our 24/7/365 operations.

Requirements

  • High school diploma required.
  • Three or more years' experience working in either a NOC, Data Center, or Technical Customer Service environment.
  • 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, communication 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 a valid driver's license without violation, which would prohibit insurability.
  • Ability to write reports, business correspondence, and policy/procedure manuals.
  • Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.
  • Apply mathematical operations to tasks such as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
  • Define problems, collect data, establish facts, and draw valid conclusions.
  • Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

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 all other 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.
  • Manage firmware on mission-critical systems (Juniper, Adtran, Calix).
  • Assist in managing mass configuration and standardization across all tier equipment.
  • Act as level 2 escalation for the NOC for advanced issues.
  • Assist in managing DHCP, DNS, and IPAM systems.
  • Assist in managing overflow engineering tickets.
  • 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.

Benefits

  • Competitive wages
  • Fully paid medical and dental coverage for both you and your dependents
  • 401(k) plan with robust employer matching contributions
  • Paid time off
  • Nine paid holidays
  • Paid parental leave
  • Disability benefits
  • Life insurance
  • Tuition reimbursement
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