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Buckeye Broadband · 3 months ago

NOC Analyst I

Northwood, OH

Full-time

Onsite

Entry Level

3+ years exp

Buckeye Broadband is a telecommunications company, and they are seeking a NOC Analyst I to ensure the successful and reliable operation of their Data, Voice, and Video networks. The role involves monitoring network performance, troubleshooting issues, and collaborating with various internal and external teams to maintain service quality.

Customer ServiceInternetMedia and EntertainmentTelecommunicationsWireless

Comp. & Benefits

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

Qualification

NOC experienceTechnical supportCisco certificationITIL certificationNetwork monitoringSLA managementTCP/IP knowledgeMath skillsEnglish proficiencyOrganizational skillsAttention to detail

Required

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

Preferred

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