NOC Analyst 1

Schurz Communications

2d•$22 - $23•Remote

About The Position

Schurz Broadband Group is hiring an NOC Analyst 1 to join their team. The NOC Analyst 1 is responsible for monitoring network elements, troubleshooting network events, following appropriate steps in escalation/SLA adherence, and expedient communication to all required stakeholders. This position will also be responsible for maintenance of documentation, heavy data collection, and providing analysis/reporting on required metrics and incidents.

Requirements

Two-year college degree in network or technology curricula, or equivalent experience.
1+ year in a network monitoring, analyst, or broadband-based tech support role
Experience in a role that requires strong communication, collaboration, and excellent time management
Ability to monitor, analyze and understand broadband network events in all services
Understanding of engineering, network, internet, and data centric terminologies
Excellent written, verbal, and interpersonal skills. Ability to collaborate effectively cross functionally
Ability to organize and prioritize time and task proficiently in a fast-paced environment
Excellent analytical skills along with an aptitude towards creative problem-solving techniques and results
Prior contact center experience within a broadband or related technology-based company in a technical or engineering support role preferred

Nice To Haves

A+, Net+, CCNA or other certifications

Responsibilities

Monitor all essential and available elements within the network for degradation that are or could be potential customer and/or infrastructure impacting issues
Act as first alert response for incident identification to resolution
Perform initial troubleshooting and data gathering to identify and resolve issues in an efficient manner
Follow all proper escalation protocols with gross attention to detail and timing
Coordinate communication to customers as dictated and all other stakeholders. This may be through social media, Network Status Maps/Pages, Text, Calls, or other prescribed methods
Gather all applicable data for analytics
Provide reporting on analytics in described fashion. This may be daily, weekly, monthly reporting or database loading for Dashboards for various levels of the company
Be responsive to requests from coordinating parties, employees, customers, etc.
Assist Technical Support as needed and directed for added support availability
Perform coordination between all involved stakeholders for event management, whether for planned activity or incident identification and recovery