Analyst , NOC; Tier I

Position: Analyst I, NOC (Tier I)
Location: Spokane Valley

Job Title

Analyst I, NOC (Tier I)

Department

Service Management Office >
Network Operation Center

Reports to

Service Operations Manager

Overview – About Noa Net

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.

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, time frames
• 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.

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…