NOC Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Proactively oversee core network infrastructures, regional fiber optics, and both active and passive hardware through centralized management systems to monitor live alerts.

• Detect and respond to network alarms using monitoring systems/tools, generating customer tickets, and handling communications via phone, email, text, or direct messages.

• Create, update, and close tickets within IT Service Management (ITSM) platforms.

• Implement triage protocols according to Standard Operating Procedures (SOP) or Method of Procedure (MOP), considering event severity, impact, and escalation protocols.

• Serve as the main point of contact for information and notifications regarding outages or events, delivering clear status updates to internal teams, customers/end users, partners, and vendors.

• Monitor hardware replacements, fiber interruptions or degradations, dispatched repair teams, and field operations.

• Contribute to continual service improvement and the enhancement of operational procedures.

• Produce essential information, reports, and status updates for handover to incoming team members.

• Provide round-the-clock monitoring support for the city-wide optical network environment.

⛳️ Requirements

• In-depth or practical experience with optical testing equipment (OTDR, ONT, Redlight, OLTS, etc.).

• Outstanding written and verbal communication abilities.

• Strong attention to detail.

• Capacity to manage multiple tasks under high-pressure situations while maintaining a professional demeanor in customer-facing scenarios.

• Comprehensive understanding of Layer 1/2/3 protocols, including DWDM, Sonet/SDH, VLAN, Spanning Tree, MPLS, OSPF, and BGP.

• Familiarity with network monitoring systems and ticketing/ITSM platforms.

• Ability to interpret GIS Maps, engineering diagrams, and route schematics.

• Availability to work rotating shifts, weekends, holidays, and overnight schedules.

• Prior experience in a 24/7 operations or engineering setting is required.

• Citizenship Status Required: No Restrictions.

• Preferred: Certification(s) from Cisco, Nokia, Ciena, or other leading fiber optic/network equipment manufacturers.

• Preferred: Knowledge of BICSI Standards.

• Preferred: Background in a government support function.

• Preferred: ITIL v4/v5 certification.

• Applicants may undergo a government security investigation and must meet eligibility criteria for access to classified information; U.S. citizenship may be required for certain positions.

🏝️ Benefits

• Virtual health visits.

• Commuter perks.

• Pet insurance.

• Entertainment discounts.

• Annual performance reviews.

• Tuition assistance.

• Opportunities for internal career advancement.

• Generous 401(k) matching contributions.

• Life insurance.

• Disability insurance.

• Financial wellness resources.

• Annual awards.

• Recognition for service anniversaries.

• Referral bonuses.

• Peer-to-peer recognition.

• Healthcare coverage.

• Wellness programs.

• Flu vaccinations.

• Biometric screenings.

• Remote work options.