Analyst I, NOC (Tier I)

Job Title: Analyst I, NOC (Tier I)

Department: Service Management Office > Network Operation Center

Reports to: Service Operations Manager

Overview - About NoaNet

NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Spokane, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers. NoaNet’s members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000. Learn more about NoaNet at https://noanet.net/.

Purpose of Position: Technical position to provide on-shift surveillance, call management, first response troubleshooting and resolution of the company’s Core & Edge Network in order to provide the highest level of network availability by restoring service and minimizing call outs of Tier II NOC and Field / Network Engineering.

Position’s Customer(s): NOANET Management, Network Users, and Internal NOANET Customer Support groups and all NOANET customers.

Essential Duties at All Levels in the Position: 

Customer Experience (CX):

• Answer all incoming service-related calls
• Troubleshoot customer service issues- even those that are not our problem
• Keep customers updated on trouble resolution progress (Ticketing, Email, Phone Call)
• Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owner, including Engineering & Field resources.
• Customer focused operators

Network Management (NMS):

• 24x7x365 Awareness
• Awareness of Customer Needs & Tendencies
• Service Level Agreements (SLAs)
• Maintenance (Reactive & Proactive Prevention)
• Escalate internally and externally as needed to expedite repairs and awareness
• Evaluation of data to determine trends, chronic devices, regions, timeframes
• Network focused operators

Job Qualifications at All Levels in the Position in KSA’s

• Demonstrated ability to work independently and as a member of a team.
• Excellent oral and written communications skills required.
• Ability to track and document multiple network events accurately.
• Ability to monitor the network to ensure network availability to all system users.
• Proper phone etiquette with all customers 24x7 and provide clear, concise and consistent communications.

With a focus in Communications (COMS):

• Capable of demonstrating knowledge of Ticketing Systems.
• Ability to establish and monitor outage bridges.
• Ability to communicate the technical and regulatory status of the NG911 Network.
• Responsible for direct customer communication and escalation.
• Provide technical assistance and training to internal and external groups to resolve problems affecting customers.

With a focus in Network & Technology:

• Demonstrated knowledge in LAN/WAN technologies, internet and server platforms.
• Ability to diagnose basic routing problems.
• Basic understanding of network concepts such as Packet Loss/Jitter, Ping, Throughput, Availability.
• Demonstrated knowledge of IP protocols and address spacing, IP routing and switch components.
• Basic understanding of one or more of the following protocols: RADIUS, DNS, firewall, packet captures, VM, IPSec, TCP/IP, VLAN, WLAN, VPN and Wi-Fi.
• Basic Knowledge of MPLS Networking, Ethernet Switch and IP Routing
• Respond to circuit and facility outages within NOANET’s network. Isolate outages and work with appropriate technical groups to restore service.
• Diagnosis of basic routing problems.
• Perform daily operational checks on all network elements and associate equipment to maximize reliability.

Certifications Preferred: Industry specific certifications are highly valued and can contribute toward education. Certifications of preference: Network+, Nokia, CCENT, CCNA (Cisco), Juniper certifications.

Analyst I, NOC (Tier I):

• Additional Job Requirements:  Entry level technical position to provide on-shift surveillance, management, advanced-level troubleshooting response and trouble resolution. Must have a basic understanding of telecommunications, and ability to follow documented procedures.
  
• Years of Experience required to meet minimum qualifications: Minimum of one year of increasing responsibility and experience in a telecommunications central office environment is required.
  
• Level of Education required to meet minimum qualifications:  High School diploma or equivalent required. Associates’ degree in Telecommunications, Computer Science or related field required; OR a combination of relevant education and/or work experience sufficient to perform the duties may be substituted for the degree on a year-for-year basis.

Job Requirements:  At All Levels Reporting Relationships:

Position reports to: Assigned Manager/ Supervisor of Department

Number of Direct Reports: N/A

Physical Requirements:  This is an office position but does require occasional work with other groups.  Ability to lift and carry up to 50 lbs. and work in cramped spaces and at heights. Hearing, vision, depth perception, and hand-to-eye coordination sufficient to perform job duties. Visual and auditory acuity necessary to operate equipment and identify color-coding. Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.) Strength and coordination sufficient to perform job duties.

Working Conditions: Work is normally performed in an office environment with long periods of computer work.  Shift work, overtime and travel is required.  Position is subject to dealing with difficult people and situations. Occasional exposure to inside/outside work; noise; standing; hot/cold temperatures; vibration; cramped quarters.

Special Conditions: Required to participate in a rotational schedule working at the NOC; responsibility will include training of lower level Analysts; troubleshooting complex customer issues using any and all required skills to perform the necessary duties; and consulting with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.

Background /Security Conditions:  Based on the position’s business needs, background and security checks are subject to Level 1 background checks.

Driving Requirements:  Must maintain and possess a valid driver’s license, proof of insurance, and a satisfactory driving record.

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.  

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.