Analyst , NOC; Tier I

Job Title: Analyst I, NOC (Tier I)

Department: Service Management Office >
Network Operation Center

Reports to: Service Operations Manager

Noa Net 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. Noa Net’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 Noa Net at

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.

• 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, time frames
• Network focused operators

• 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.
• Responsible for direct customer communication and escalation.
• Provide technical assistance and training to internal and external groups to resolve problems affecting customers.

• 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.

• 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…