Operations · Full-time · WA, United States
Overview - About NoaNet
NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Seattle, 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 https://noanet.net/.
Career Overview
Support network operations center analysts in a leadership role by leading, training, and coaching a team of network analysts to provide superior customer support relating to monitoring, troubleshooting and repairing NoaNet’s and our NCS members networks consisting of multiple systems including PON, carrier Ethernet, and MPLS. Provide technical support to clients via telephone, remote access, and on-site service; provide circuit design support by interfacing with engineering, provisioning, and customers; provide technical expertise and training to network operations analyst for troubleshooting and maintenance of the network and associated equipment, interface with installers to test and turn up new circuit orders; and other duties as assigned. Provide field support to install, maintain and troubleshoot circuits and systems and, work closely with NoaNet’s engineering and sales teams, and provide guidance and support to contract installers.
Responsibilities
Supervise a team of network analyst to provide superior customer service through effective leadership, training, and coaching techniques.
Provide exceptional customer service by possessing strong verbal and written communication skills.
Ensure NOC Analysts are properly trained and adhere to company policies associated with monitoring the network, proper call handling techniques, and best practice troubleshooting skills.
Work closely with the field engineering and engineering teams in support of installations, provisioning, troubleshooting, and repair of the network following good engineering practices with a primary focus of network reliability.
Install and configure network equipment for service order implementation and train network operations analysts to do the same.
Ability to work in a fast-paced environment and maintain a positive attitude.
Provide telephone-based technical support to clients and customers.
Train network operations analysts in learning NoaNet’s network architecture, equipment, troubleshooting techniques, and industry standard installation practices.
Assist in maintaining the internal IT infrastructure of NoaNet systems.
Assist field installers configuring the network to complete circuit order installations.
Possess intermediate knowledge of Microsoft Windows, Microsoft Office, and PC and server hardware.
Possess intermediate knowledge of structured cabling.
Possess intermediate knowledge of installation, maintenance and troubleshooting practices to install and maintain optical systems and cabling.
Possess basic Windows and/or Linux/Unix server knowledge.
Have ability and motivation to learn new technologies on own quickly and with minimal support and guidance.
Demonstrate clear and professional communications both verbally and in writing.
Have ability to read, listen to, and follow complex technical instructions, as well as research, locate, and follow written technical documentation.
Provide direction, training, and mentoring to others.
Work independently, organizing and setting priorities with minimal supervision.
Be available to respond to emergencies 24/7/365.
Seek and take advantage of opportunities for professional growth.
Ability to install, maintain and troubleshoot MPLS, Ethernet and optical networking equipment.
Complete and submit work orders, job tickets, time records, reports, and assignments promptly and efficiently.
Maintain dress and appearance appropriate for a professional office setting.
Meet physical requirements. Reasonable accommodations will be made to enable individuals with disabilities to perform the duties required.
Use close vision, distance vision, color vision, peripheral vision, depth perception, and have ability to adjust focus.
Other duties assigned.
Education, Training, Knowledge, Skills, and Qualifications
Other Requirements
Location
This is an in-person position in the NOC.
Salary/Benefits
Sign up to view 0 direct reports
Get started