NOC Analyst

Summary:

The primary responsibility is to ensure the successful and reliable operation of GVTC’s network. This position supports Network Operations Center core competencies including but not limited to surveillance, maintenance, troubleshooting, incident management, change management, provisioning, backups, upgrades, SLAs and documentation. Requirements of the job include day/evening/night shift work and participation in an on-call rotation for 24x7 coverage. Additional responsibilities include frequent interactions with Network Engineering to develop, test and implement new features and systems in support of GVTC’s future growth opportunities.

Essential Duties and Responsibilities:

· Support for Network Operations Center core competencies including:

·  Surveillance –  Constant proactive surveillance of GVTC’s network using a variety of monitoring systems. Respond quickly to alarms and proactively identify potential issues before they result in a negative customer experience.

·  Maintenance –  Perform routine maintenance on all network systems to maximize network performance and reliability.

·  Troubleshooting –  Troubleshoot and resolve network issues and provide 1st level support for Special Circuit, Carrier, Enterprise and Wholesale trouble reports. Also serve as an escalation point for other departments including Service Center & I&R. Troubleshoot chronic / repeat issues as needed.

·  Incident Management –  End-to-end ownership of network outages from identifying root cause to fixing the problem. Provide well-documented outage tickets and broadcast notifications internally.

·  Change Management –  Plan, submit and execute on planned network changes using the approved process and CM system. Maximize the customer experience during necessary change management activities.

·  Provisioning –  Able to troubleshoot provisioning issues/fallout where applicable, but also must be able to provision systems manually when required.

·  Backups –  Perform regular network backups of all systems and be able to restore from backup if required in an outage situation.

·  Upgrades –  Execute software/firmware upgrades to keep all network systems current and protected from security threats.

·  SLAs –  Manage to service level agreements (SLAs) and triage issues/outages accordingly. Perform SLA management as both the customer and the provider.

·  Documentation –  Create and update documentation critical to the operation of the network. Seek out process improvements and document accordingly.

· Technical proficiency with GVTC platforms and technologies including:

· Internet

· Cable Broadband – DOCSIS 2 / DOCSIS 3

· DSL – ADSL/ADSL2+, VDSL, Reach DSL

· FTTH – GPON, NGPON2, Active Ethernet

· Video – RF video, multicast video, and general Head End operations

· Voice – Metaswitch, Hosted PBX, MGCP, SIP, Routing & Translations

· Transport – CWDM, DWDM, Special Circuits (Fractional T1 thru 100Gbps)

· IP – Core Network Routing, MPLS, DHCP IP Pools, Static IPs, Ethernet Cellular Backhaul, Y1731 SLA metrics, Ethernet Private Line (EPL), Ethernet Virtual Private Line (EVPL), and Ethernet Local Area Network (ELAN), Dedicated Internet (DIA)

· Servers – Hypervisors, SAN, VMWare, RedHat, Ubuntu, DNS, DHCP, SysLog

· CPE – Routers, Switches, Cable Modems, DSL Modems, Gateways, Wi-Fi, Mesh

· Tools & Systems – Various EMS/NMS, SNMP Monitoring, NetFlow

· Responds to trouble ticket escalations and special requests from other departments including Service Center and I&R

· Dispatches both I&R and CO technicians when needed

· Interacts with Network Engineering personnel on a regular basis

· Supports GVTC corporate initiatives and special projects

· Ability to multi-task and work several critical projects in parallel

· Uses excellent communications skills to receive and document detailed information across multiple shifts around the clock

· Able to work evening and overnight shifts for both short-term and long-term assignments

· Able to work maintenance windows and special schedules as needed

· Responds to the needs of a 24x7x365 operation including regular on-call requirements

· Any and all other duties as assigned

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:  High School Diploma or General Education Degree (GED) required. Bachelor’s degree in a related field preferred.

Technical Skills / Certifications:

· Telecommunications and/or NOC experience highly preferred

· IT and/or computer networking experience preferred

· Cisco Certified Network Associate (CCNA) or higher certification required

· Juniper JNCIA-Junos or higher certification preferred

· Calix System Specialist (CSS) preferred

· Metaswitch Certified Technician (MCT) preferred

· Red Hat Certified System Administrator (RHCSA) preferred

Language Ability:  Ability to read, write, and comprehend simple instructions and short correspondence. Must be able to communicate effectively across different shifts in a 24x7 environment.

Reasoning Ability:  Able to logically solve problems using solid judgment skills.

Professional Appearance:  Employees will professionally represent GVTC by adhering to GVTC’s Attire and Grooming Policy.

Supervisory Responsibilities:  None

Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and moderate traffic.

Physical Demands:  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.

While performing the duties of this job, you must be able to sit for extended periods of time and communicate with callers through the use of a headset.

You must be able to lift up to 45 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.

Job Type: Full-time

Pay: $30.50 - $41.60 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Are you able to successfully pass the HR screening, including drug and alcohol testing?
• Do you have experience working in a NOC environment?
• Are you ok with a hybrid work location? Work from home and in the office at times?

Education:

• High school or equivalent (Preferred)

License/Certification:

• CCNA or Equivalent (Preferred)

Work Location: Hybrid remote in New Braunfels, TX 78132