NOC Analyst I

Buckeye Broadband•Northwood, OH

41d

About The Position

The NOC Analyst I is responsible to ensure the successful and reliable operation of the Data, Voice, Video networks and Software and Data Services, Information Technology and Facilities. This position supports the overall day-to-day operation of the Network Operations Center including but not limited to surveillance, maintenance, troubleshooting, incident management, change management, backups, upgrades, maintaining SLAs and documentation. This position is also responsible for technical analysis of events and outages as they occur and following procedures that are in alignment within the expectations of the relevant business units. This individual performs research to troubleshoot and resolve the issue or, depending upon complexity escalates to next level of support. The NOC Analyst I will correlate reports to more accurately predict activity trends and enable the various technical departments to proactively respond to developing problems. This position works closely with the NOC Supervisors and Manager, as well as various internal departments and external vendors to satisfy the infrastructure monitoring needs of the Buckeye Broadband, Telesystem, and MaxxSouth Companies. The NOC Analyst I reports directly to the NOC Supervisor. There are no direct reports to this position The NOC Analyst I interfaces with the following key internal and external personnel: Shared Services management team & staff Buckeye Broadband management team & staff Telesystem (Commercial Telecom) management team & staff MaxxSouth Broadband management team & staff Equipment & Software vendors Business Unit Customers as required

Requirements

High School Diploma / GED – Required
Associates degree from an accredited university with a major in Engineering, Telecommunications, Computer Science or other related technical degree - Required
Three (3) years of NOC or technical contact center experience to include providing direct customer technical support for high speed data and computing products in lieu of a degree - Required
Associate level certification from Cisco, Juniper, etc. – Required
Must be current or acquired/renewed within 6 months
Math Skills at 12th grade level;
Demonstrates ability to read, write, and speak English in clear, concise sentence structure with accurate spelling and grammar;
Good organizational skills;
Demonstrates careful attention to detail;
Background record that meets Company standards;
Reliable means of transportation at all times;
Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

Nice To Haves

ITIL Certification – Highly Preferred
Experience in a 99.999% uptime carrier or large enterprise environment. – Highly Preferred
Working knowledge of EMS / SNMP monitoring of network devices – Highly Preferred
Proven understanding of Service Provider data, voice, and video networks. –Highly Preferred
Solid understanding of Access Network technologies including DOCSIS, hybrid fiber-coax (HFC) plant architectures, node combining plans (NCPs), and RF theory. – Preferred
Working knowledge of fault management including DOCSIS diagnostic and troubleshooting procedures – Preferred
Experience with carrier grade voice switching platforms and protocols – Preferred
Basic understanding of TCP/IP and SNMP protocols – Preferred
Basic understanding of industry standard routing and switching protocols (BGP, OSPF, IS-IS, Multicast, STP, 802.3x, etc.)- Preferred
Working knowledge of MPLS (RSVP-TE, LDP, FEC, MP-BGP, etc.) – Preferred
Working knowledge of VoIP protocols (SIP, RTP, MGCP, etc.) – Preferred
Working knowledge of IPTV networks and MPEG audio/video standards. – Preferred
Working knowledge of X-GPON technologies and FTTx architectures - Preferred
Working knowledge of video and voice diagnostic and troubleshooting procedures – Preferred

Responsibilities

Constant proactive surveillance of Data, Voice, Video networks, and Software and Data Services, Information Technology and Facilities using a variety of monitoring systems;
Respond to alarms in accordance with departmental standards and proactively identify potential issues before they result in a negative customer experience;
Provide response to all events, outages and performance alerts and escalation to appropriate technical teams in accordance with departmental standards;
Perform routine maintenance on all network systems to maximize network performance and reliability;
Serve as an escalation point for other internal departments and provide 1st level support by troubleshooting and resolving issues;
End-to-end ownership of outages from identifying root cause, resolution and post mortem. Provide well-documented outage tickets and broadcast notifications internally;
Create and update documentation critical to the operation of the networks and Software and Data Services, Information Technology per department standards. Seek out process improvements and document accordingly;
Writes reports on all activity and outages daily, weekly, monthly and on-demand as needed, including a recurring monthly report on activity;
Maintain an understanding of the network and have the ability to identify all network elements in line between the customer and the origin of the service for each product offered;
Execute software/firmware upgrades to keep all network systems current and protected from security threats;
Manage to service level agreements (SLAs) and triage issues/outages accordingly. Perform SLA management as both the customer and the provider;
Maintain a working knowledge of all equipment and software supported by the department;
Adhering to the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
Performing any miscellaneous departmental duties as needed.