NOC Analyst

Confidential • Northwood, OH • 1w ago

Job Description

Buckeye Broadband is the leading provider of High-Speed Internet, Cable TV, and phone services in northwest Ohio and southeast Michigan. Our 600+ employees are committed to excellence and innovation and are encouraged to volunteer in their local communities in which we live and provide service. Buckeye Broadband offers an inclusive total rewards package, which includes the following benefits for all full-time employees:

Competitive Pay

Comprehensive Health Benefits

401K Retirement Savings

Paid Time Off

Discounted Cable and Internet (Within Service Area)

Career Development

Wellness & Fitness Programs

Community Involvement Opportunities

JOB SUMMARY

The NOC Analyst I is responsible for ensuring the successful and reliable operation of the Data, Voice, Video networks, 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 aligned with the expectations of the relevant business units. This individual performs research to troubleshoot and resolve the issue, or, depending upon complexity, escalates to the 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 JOB FUNCTIONS

The NOC Analyst I is accountable for the following functions for the business units served by Shared Services:

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, Software and Data Services, and 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 re

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