Analyst I, NOC (Tier I)

Job Title : Analyst I, NOC (Tier I)

Department : Service Management Office >

Network Operation Center

Reports to : Service Operations Manager

Overview - About NoaNet

NoaNet 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. NoaNet'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 NoaNet 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) :

Job Qualifications at All Levels in the Position in KSA's

With a focus in Communications (COMS) :

With a focus in Network & Technology :

Certifications Preferred : Industry specific certifications are highly valued and can contribute toward education. Certifications of preference : Network+, Nokia, CCENT, CCNA (Cisco), Juniper certifications.

Analyst I, NOC (Tier I) :

Job Requirements : At All Levels Reporting Relationships :

Position reports to : Assigned Manager / Supervisor of Department

Number of Direct Reports : N / A

Physical Requirements : This is an office position but does require occasional work with other groups. Ability to lift and carry up to 50 lbs. and work in cramped spaces and at heights. Hearing, vision, depth perception, and hand-to-eye coordination sufficient to perform job duties. Visual and auditory acuity necessary to operate equipment and identify color-coding. Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.) Strength and coordination sufficient to perform job duties.

Working Conditions : Work is normally performed in an office environment with long periods of computer work. Shift work, overtime and travel is required. Position is subject to dealing with difficult people and situations. Occasional exposure to inside / outside work; noise; standing; hot / cold temperatures; vibration; cramped quarters.

Special Conditions : Required to participate in a rotational schedule working at the NOC; responsibility will include training of lower level Analysts; troubleshooting complex customer issues using any and all required skills to perform the necessary duties; and consulting with employees, other departments, and / or management to determine root cause of an incident, outage or failure of services and corrective actions.

Background / Security Conditions : Based on the position's business needs, background and security checks are subject to Level 1 background checks.

Driving Requirements : Must maintain and possess a valid driver's license, proof of insurance, and a satisfactory driving record.

EEO : We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.

Disclaimer : The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.