NOC Analyst

Position: Network Operations Center Analyst
Reports To: Manager, NOC

Job Summary:

Centric Services (“Centric”) delivers industry-leading high-speed internet through Centric Fiber and natural gas services through its Unigas division. Centric serves ground-up commercial and residential developments, as well as master-planned communities in all major metropolitan markets across Texas and Central Florida. As the only integrated telecom and natural gas provider currently in the market, Centric is rapidly expanding into new regions due to its advantageous dual-model approach. Our team is dedicated to bridging infrastructure gaps through strategic value creation and continuous innovation.

As an integral member of the Network Operations Center, the NOC Analyst will join a network operations team responsible for the day-to-day operational support of the Centric Fiber service provider network. This is a entry-level technical position with a primary focus on ensuring the maximum possible network availability, quality of service, and performance for our residential and commercial subscribers. The ideal candidate will demonstrate knowledge of desktops and servers, wired and wireless networks, ticketing systems, network management systems (NMS), and experience working in a Help Desk, Network Operations Center, or Managed Services Environment.

General:

• Upholds and advocates for Centric’s core values and behaviors as outlined in the Centric Values and Leadership Framework.
• Ensure that all operations are conducted safely and in compliance with all applicable laws, regulations, policies, and procedures.
• Foster a culture of always doing things the right way: the Centric Way (safety, openness, integrity, attention to detail, etc.).
• Collaborate closely with other members of the Project Management Department to ensure that all commitments and requirements are clearly understood.

Responsibilities and Essential Job Functions:

• Work trouble tickets which may include escalations, alarms, incidents, and service requests reported by monitoring tools, ticketing portals, calls, and emails.
• Utilizing a network management system (NMS) and additional monitoring tools to detect service- impacting issues such as packet loss, latency, bottlenecks, outages, etc.
• Analyzes and implements strategies for solving network issues, including the development and production of network system documentation and instructional and procedural manuals for other employees to resolve problems or make network improvements.
• Manipulate data collected via SNMP, NetFlow, custom scripting, etc. for the creation of dashboards utilizing the Zabbix platform to provide additional insight into the network per defined metrics or service level agreements (SLA).
• Configure, test, maintain and troubleshoot network equipment and services, including switches, routers, access points, security devices, VoIP, and OOBM equipment.
• Effectively communicating and escalating alarms ensuring quick resolution.
• Ability to follow established guidelines, policies, and procedures is required.
• The successful candidate must be willing to jump into any issue, follow custom processes, and be able to technically lead the troubleshooting efforts of potentially many different internal and external entities, quickly diagnose and isolate the source of the network incident, and take appropriate action to restore service.
• Must be available to work non-standard business hours/shifts and be willing to participate in work shift rotation for the occasional shift coverage during holidays or other (i.e., time off vacation, sick, etc.).
  

• Associate degree in Networking or related field
• 1+ years of experience in a support role within a high volume, time-sensitive support environment.
• Perform first-level (Tier 1) network problem isolation and determination. Respond to problems that are escalated by Level 1 NOC Analysts.
• Working knowledge of network hardware such as routers, switches, wireless access points, firewalls, etc.
• Working knowledge of network protocols and applications such as Ping, Traceroute, IP, ARP, DHCP, etc.
• Understanding of ticket escalation, problem management, and change management procedures.
• Initiate corrective action where required within the scope of knowledge and authority.
• Demonstrate exceptional punctuality to maintain a 24x7x365 schedule.
• Keep up to date on technology supported by the NOC and ensure familiarity with new technologies to be supported by the NOC in the future.

Preferred Qualifications:

• Experience working in a startup environment.
• Experience working for an internet service provider offering triple-play (data, voice, video) services.
• Experience working with Ethernet cabling, coaxial cabling, fiber optics, and optical equipment.
• Working knowledge of passive optical networks such as GPON, XGS-PON, etc.
• Professional certifications – Network+, Security+, Linux+, CCT, etc.
• Basic knowledge of scripting/coding for network automation tools such as Ansible, Puppet, Chef, etc. for Zabbix dashboard creation.

Centric Infrastructure Group is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

• Medical, dental, vision, and more

• Generous PTO policy
• 10 company-paid holidays
• 401(k) plan with 5% company match