Networking Operations Analyst I

POSTED: April 12, 2021
BUSINESS: Tilson Technology Management
POSITION TYPE: Full-time
START DATE: Immediate Availability

Tilson is on a mission to build America's information infrastructure and we are seeking individuals from across the country to join us. Recognized on the Inc. 5000 list of fastest-growing private companies in the U.S. for ten years in a row, Tilson is a high growth team of driven professionals with a national practice.  We build high-performing teams who take on the largest and most impactful projects for our clients. 

 

Position Details

The Network Operations Analyst I position is an entry-level to intermediate position on the Tilson Network Operations team.  The Tilson NOC operates 24 hours a day, 7 days a week and 365 days of the year.  This position may involve rotational shift work.

 

The position, based in West Lafayette, Indiana, will be a day shift position but does require some flexibility in shift scheduling and on-call work.  Half of the day will be spent at the customer premises and the other half of the day will be remote work from a home office.  Some field work will be required in support of a large fiber optic network and co-location distribution hub.

 

This position will support a large fiber optic network and will work with different internet service providers transporting data and serving customers over the fiber network.  Fiber cross-connect skills in the co-location facility, labeling, splicing, troubleshooting and field work at the customer-facing tap will be required.

 

Here is a link to the project we are working on:

https://discoveryparkdistrict.com/news-tilson/

 

The NOC Analyst will work directly with customers, technicians in the field, other customer NOC staff and support Tilson network build operations teams.  This position requires a high degree of customer service and most of the person’s time will be spent on phone, video calls and performing field work related to the fiber network and customer accounts.  Stressful situations may arise when working with customers, and calm and professional demeanor is required.

 

The position requires an aptitude for information technologies with a focus on data networking, fiber optic systems and systems engineering.  The analyst will monitor and manage customer networks through network and element management systems.  This position will focus on operations and is not a design role.  Advanced training opportunities and exposure to a wide array of new technologies will be available to this role.

 

Responsibilities

  • Fiber optic network operations: splicing, cross-connects, customer connects to demarc
  • Monitor network management systems supporting customers throughout the U.S.
  • Use of element management systems to troubleshoot network and device problems
  • Use trouble ticking systems to document, escalate and track customer issues
  • Troubleshoot and escalation problems in keeping with customer service level agreements
  • Network equipment configuration, maintenance, and troubleshooting
  • Directing system installations for customers and ISP technicians
  • Defining, documenting, and enforcing system and network standards.
  • Daily interactions with clients and potential customers including providing updates, progress trackers, and attending remote meetings and presentations.
  • Position is shift-based and may included day, mid, night or weekend shift work in a 24x7x365 operation
  • Assist team with documenting processes and procedures for customer runbooks

 

Qualifications

  • 2 or more years of experience in information technology environments providing first-line customer support
  • 0 – 3 years in a network operations center
  • Experience with fiber optic systems and cabling in a datacenter environment – prefer 2 or more years of experience
  • Experience with fiber optic cable cleaning, splicing and troubleshooting
  • Energy, enthusiasm, excellent teamwork, and attention to detail
  • Experience with help desk ticketing systems, change order processes, and logging systems a plus
  • Strong understanding of IP routing and switching technologies
  • Understanding of IP protocols including TCP/IP, HTTP, HTTPS, IPsec, and SNMP
  • Experience with RF/wireless technologies
  • Proficiency in MS Office (including Visio) and Google Earth
  • Excellent verbal and written communication
  • Strong project management skills to ensure deadlines are met
  • Willingness to learn new skills, software, and technologies
  • Networking certifications, such as Network+, Juniper, Microsoft, or Cisco, are highly desirable desired but not required; certifications may be required in the first 6 months of employment and training is provided by the company
  • Ability to pass a background check
  • This position will require local travel in the region of the fiber optic network, and a driver’s license is required

 

Travel Expectations

  • Travel to the Denver, Portland or other Tilson office locations may occasionally be required
  • Occasional shift work may be performed at company offices for teamwork training
  • Expected travel is less than 20%

 

We accomplish our mission with a team of experts working collaboratively on meaningful, impactful projects for our clients. Our team environment fosters intellectual curiosity, motivates employees, and cultivates talented people who work with purpose, mastery and autonomy. We strive to listen to our clients, partner with them as a team, and accept their goals as our own. 

Tilson believes in Safety, Integrity, Accountability, Professionalism, Respect, and Composure.  To learn more about Tilson, the benefits we offer and our values, we invite you visit our website or visit our LinkedIn, Glassdoor, or Facebook pages for an inside glimpse at our culture.

 

For more information and to apply, click here.

                   
Successful candidates will be required to submit to criminal background check and may be subject to a drug screen.

Tilson is an Equal Opportunity Employer/Affirmative Action employer.

 

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