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NOC Analyst I

Job Code
38

FLSA Status
Nonexempt

BCI Company

Position Summary

The NOC Analyst I is responsible to ensure the successful and reliable operation of the Data, Voice, Video networks and Software and Data Services, Information Technology and Facilities. This position supports the overall day-to-day operation of the Network Operations Center including but not limited to surveillance, maintenance, troubleshooting, incident management, change management, backups, upgrades, maintaining SLAs and documentation. This position is also responsible for technical analysis of events and outages as they occur and following procedures that are in alignment within the expectations of the relevant business units. This individual performs research to troubleshoot and resolve the issue or, depending upon complexity escalates to next level of support. The NOC Analyst I will correlate reports to more accurately predict activity trends and enable the various technical departments to proactively respond to developing problems. This position works closely with the NOC Supervisors and Manager, as well as various internal departments and external vendors to satisfy the infrastructure monitoring needs of the Buckeye Broadband, Telesystem, and MaxxSouth Companies.

The NOC Analyst I reports directly to the NOC Supervisor.

There are no direct reports to this position

The NOC Analyst I interfaces with the following key internal and external personnel:

Shared Services management team & staff

Buckeye Broadband management team & staff

Telesystem (Commercial Telecom) management team & staff

MaxxSouth Broadband management team & staff

Equipment & Software vendors

Business Unit Customers as required

Essential Functions

• 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.

Education and Experience Requirements

• High School Diploma / GED – Required
• AND

• Associates degree from an accredited university with a major in Engineering, Telecommunications, Computer Science or other related technical degree - Required
• OR

• 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
• 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

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

• Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity;
• Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen;
• Displaying Technical Expertise – Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with job; shares technical expertise with others.

Other Skills and Requirements

• Skills Required:
• Math Skills at 12th grade level;
• Demonstrates ability to read, write, and speak English in clear, concise sentence structure with accurate spelling and grammar;
• Good organizational skills;
• Demonstrates careful attention to detail;
• Background record that meets Company standards;
• Reliable means of transportation at all times;
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

Working Conditions and Physical Demands

• Physical Demands:
• Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 50 lbs. is occasionally needed.
• Working Conditions:
• The NOC Analyst is a full time, non-exempt position. The regular work hours are 40 hours per week, day or evenings assigned by the manager. These hours may vary to accommodate the needs of the department.
• Overtime is required and must be approved in advance by the supervisor.
• The NOC Analyst works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, and FAX equipment.
• The NOC Analyst is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to his/her supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Use of Company Resources, Equipment and Confidential Information

Company resources, equipment and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of company resources, equipment or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required and may be expanded or changed to include other duties or responsibilities that management may deem necessary from time to time.