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 recurring monthly report on activity;
• Maintain an understanding of the network and have the ability to identify all network elements in line between the customer and the origin of the service for each product offered;
• Execute software/firmware upgrades to keep all network systems current and protected from security threats;
• Manage to service level agreements (SLAs) and triage issues/outages accordingly.  Perform SLA management as both the customer and the provider;
• Maintain a working knowledge of all equipment and software supported by the department;
• Adhering to the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous departmental duties as needed.

JOB REQUIREMENTS

Education and Experience

• High School Diploma / GED – Required

                                   AND

• Associates degree from an accredited university with a major in Engineering, Telecommunications, Computer Science or other related technical degree - Required

                                  OR

• Three (3) years of NOC or technical contact center experience to include providing direct customer technical support for high speed data and computing products in lieu of a degree - Required
• Associate level certification from Cisco, Juniper, etc. – Required
  • Must be current or acquired/renewed within 6 months
• ITIL Certification – Highly Preferred
• Experience in a 99.999% uptime carrier or large enterprise environment. – Highly Preferred
• Working knowledge of EMS / SNMP monitoring of network devices – Highly Preferred
• Proven understanding of Service Provider data, voice, and video networks. –Highly Preferred
• Solid understanding of Access Network technologies including DOCSIS, hybrid fiber-coax (HFC) plant architectures, node combining plans (NCPs), and RF theory. – Preferred
• Working knowledge of fault management including DOCSIS diagnostic and troubleshooting procedures – Preferred
• Experience with carrier grade voice switching platforms and protocols – Preferred
• Basic understanding of TCP/IP and SNMP protocols – Preferred
• Basic understanding of industry standard routing and switching protocols (BGP, OSPF, IS-IS, Multicast, STP, 802.3x, etc.)- Preferred
• Working knowledge of MPLS (RSVP-TE, LDP, FEC, MP-BGP, etc.) – Preferred
• Working knowledge of VoIP protocols (SIP, RTP, MGCP, etc.) – Preferred
• Working knowledge of IPTV networks and MPEG audio/video standards. – Preferred
• Working knowledge of X-GPON technologies and FTTx architectures - Preferred
• Working knowledge of video and voice diagnostic and troubleshooting procedures – Preferred