OzarksGo, based in Fayetteville, Arkansas a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma.
Ozarks provides its employees a comprehensive benefits package that includes competitive wages, fully paid medical and dental coverage for both you and your dependents, a 401(k) plan with robust employer matching contributions. Additionally, we provide paid time off, nine paid holidays, paid parental leave, disability benefits, life insurance, and tuition reimbursement.
JOB QUALIFICATIONS:
EDUCATION:
High school diploma required. Bachelor's degree in engineering or computer science preferred. Juniper JNCIA, JNCIS-SP or Cisco CCNA certification a plus.
EXPERIENCE:
Three or more years' experience working in either a NOC, Data Center, or Technical Customer Service environment.
JOB KNOWLEDGE & SKILLS:
Must be able to write reports, business correspondence, and policy/procedure manuals, and effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must be able to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis. Must be able to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
MAJOR JOB TASKS:
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Working in a 24/7/365 environment to monitor and respond to enterprise-wide technical operational issues.
- Monitor, manage and maintain all edge network devices, performance and quality across networks. Perform MOPs
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Document and distribute all major incident review reports in the agreed format.
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Develop strong relationships with the customer and all other supporting departments.
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Create trouble tickets and assign to the correct internal workgroups for all customer and network troubles.
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Update assigned tickets, escalating to various carriers and personnel as required until completion.
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Coordinate network activities related to cutovers and upgrade to ensure that schedules are appropriately planned to avoid customer service outages.
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Investigate and troubleshoot issues with networking systems, video and application infrastructure and data center/hut facilities (HVAC, fire suppression, power systems and door security)
- Communicate issues in real time to stakeholders effectively, clearly, over multiple channels (phone, IM, etc.)
- Assist to maintain documentation of configuration and troubleshooting procedures to facilitate other team members and departments
- Support Engineering groups on system deployments and performance optimizations
- Close daily interaction between all other OzarksGo groups (CSRs, Engineering, OSP, etc.)
- Answer Key Account customer support calls
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Support CSR/TSR team escalations
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Manage firmware on mission critical systems (Juniper, Adtran, Calix)
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Assist in managing mass configuration and standardization across all tier equipment
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Act as level 2 escalation for the NOC for advanced issues
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Assist in managing DHCP, DNS, and IPAM systems
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Assist in managing overflow engineering tickets
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Develop, maintain, and utilize Python to automate or assist in accomplishing business objectives.
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Complete any IT/Security training as assigned.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.
The NOC Analyst II shall be required to perform any other duties assigned in order to fulfill the objectives of OzarksGo.
EXTERNAL RELATIONSHIPS:
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Frequent contacts with general Key Accounts or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization's position and operation.
OTHER REQUIREMENTS:
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Proven experience in a 24/7/365 environment with strong problem solving and critical thinking skills
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Strong troubleshooting skills through execution and documenting of resolution
- Familiar with how network, OS, storage, and applications interact in a large-scale environment
- Strong documentation skills and ability to communicate clearly and concisely with leadership staff, service partners and vendors
- Excellent organization skills, communications skills, and time management skills
- Must be able to use all traditional office productivity tools (MS Office, Outlook, Windows/Mac, etc.)
- Ability to understand complex issues
- Strong attention to detail
- Professional attitude
- Intermediate: Database
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Basic: Word Processing/Typing
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Must be able to operate all equipment normally found in an office environment. Must have valid driver's license without violation, which would prohibit insurability.
- Normal office conditions, some irregular hours may be required. Continuously exposed to one or two elements such as noise, intermittent standing, walking: and occasional pushing, carrying, or lifting.
PHYSICAL REQUIREMENTS:
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While performing the functions of this job, the employee is regularly required to sit, talk, or hear; frequently required to use hands to finger, handle, or feel; and occasionally required to stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds; frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception; and ability to adjust focus.
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The physical activities and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
SUPERVISES:
OzarksGo, LLC, is an EOE/AA/W/M/VETERAN/Disability employer.
