NOC Analyst I: 24/7 Network Support

NORTHWEST OPEN ACCESS NETWORK; Spokane Valley, Northern (WA, KY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Shift differential

Premium holiday pay

Certification-based pay increases

Career advancement opportunities

Tuition reimbursement for approved job

Job summary

NoaNet, a non-profit mutual corporation headquartered in Spokane Valley, Washington, operates a 3,800 fiber-mile open-access broadband network delivering services to hundreds of thousands of customers. The Network Operations Center Analyst I role focuses on on-shift surveillance, first-response troubleshooting, and rapid restoration of services to maintain high network availability.

The position reports to the Service Operations Manager and requires strong communication, ticketing proficiency,

Qualifications

• 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.

Responsibilities

• Answer all incoming service-related calls
• Troubleshoot customer service issues
• Keep customers updated on trouble resolution progress (Ticketing, Email, Phone Call)
• Escalate severe or chronic customer issues; create performance improvement plans with Product Owner, including Engineering & Field resources
• Customer focused operators

Skills

Communication skills

Written communication

Multi-tasking/documentation

Customer service orientation

Education

High School diploma or equivalent

Associate's degree in Telecommunications or Computer Science

Tools

Ticketing Systems

Job description

NoaNet, a non-profit mutual corporation headquartered in Spokane Valley, Washington, operates a 3,800 fiber-mile open-access broadband network delivering services to hundreds of thousands of customers. The Network Operations Center Analyst I role focuses on on-shift surveillance, first-response troubleshooting, and rapid restoration of services to maintain high network availability.

The position reports to the Service Operations Manager and requires strong communication, ticketing proficiency,