Network Operations Center Analyst

NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport through a public open-access broadband network. The Network Operations Center Analyst I provides on-shift network surveillance, call management, first-response troubleshooting, and service restoration for the company’s core and edge network. The role also manages customer communications, escalations, outage coordination, and daily operational checks to maximize network availability.

What you'll do:

• 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
• 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

What they're looking for:

• 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
• 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
• 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