Monitor customer network infrastructure, respond to alarms, manage trouble tickets, perform initial connectivity troubleshooting, and escalate complex incidents. Communicate with customers and internal teams, maintain knowledge-base documentation, improve SOPs, mentor junior analysts, and participate in an on-call rotation. The role requires networking fundamentals, technical support experience, familiarity with monitoring and ticketing systems, strong communication, and careful adherence to procedures.
JSI invites you to join our team a remote NOC Analyst II on our NOC team, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.
About the Company:
JSI is a leading full-service consulting firm specializing in broadband solutions. For over 60 years, we have provided independent communications service providers with expert financial, engineering, management, operational, regulatory, and strategic guidance. Our extensive industry knowledge and proven track record of success have empowered clients to achieve sustainable growth and profitability. With clients nationwide and a powerful presence in markets across the United States, JSI empowers rural and regional broadband providers to expand, evolve, and excel in a rapidly shifting digital world.
JSI is a leading full-service consulting firm specializing in broadband solutions. For over 60 years, we have provided independent communications service providers with expert financial, engineering, management, operational, regulatory, and strategic guidance. Our extensive industry knowledge and proven track record of success have empowered clients to achieve sustainable growth and profitability. With clients nationwide and a powerful presence in markets across the United States, JSI empowers rural and regional broadband providers to expand, evolve, and excel in a rapidly shifting digital world.
Position Overview:
We are seeking a motivated and reliable individual to join our Network Operations team. This is a mid-level position designed for someone with a demonstrated history of technical efficiency, a strong aptitude for technology, and the discipline to follow and refine established procedures.
We are seeking a motivated and reliable individual to join our Network Operations team. This is a mid-level position designed for someone with a demonstrated history of technical efficiency, a strong aptitude for technology, and the discipline to follow and refine established procedures.
Responsibilities
- Proactive Monitoring: Actively monitor customer network infrastructure using established NOC tools to identify issues and respond to alarms with increased autonomy and speed.
- Ticket Management: Create, work, and update trouble tickets for network issues with accuracy and attention to detail.
- Basic Troubleshooting: Perform initial diagnosis of connectivity issues by following Standard Operating Procedures (SOPs) and troubleshooting guides.
- Escalation: Identify complex incidents that require advanced troubleshooting and escalate them to NetOps Engineering or appropriate resources after ensuring all basic checks are exhausted.
- Communication: Communicate updates in a clear, professional manner to customers and internal stakeholders via phone, tickets, and email.
- Documentation: Assist in maintaining the team knowledge base; identify outdated SOPs and suggest specific updates to improve team efficiency.
- Mentorship: Provide guidance and act as a first-level resource for Network Analyst I team members regarding procedural questions.
- On-Call: Participate in an on-call rotation as required (incl. evening shifts).
Required Qualifications
- Technical Aptitude: Strong familiarity with general computing (Windows, Web Browsers, Microsoft Office) and a demonstrated ability to master new network monitoring software quickly.
- Problem Solving: Ability to follow and validate logical workflows and written instructions to resolve network issues.
- Communication: Strong verbal and written communication skills; ability to remain professional and calm under pressure during high-traffic events.
- Customer Service: Proven experience interacting with customers or clients in a technical support capacity.
- General Networking: Strong understanding of Internet connectivity, IP addressing, and the function of routers/switches.
- Hardware: Familiarity with basic computer hardware and cabling (Ethernet, Fiber jumpers).
- Experience: 1–3 years of work experience in a NOC or technical support environment.
- Education: High School Diploma or GED is required. An associate or bachelor’s degree in a technical field is preferred.
Knowledge Of:
- Ticketing: Prior experience with ticketing systems and maintaining accurate data entry.
- Monitoring: Experience with network monitoring tools, dashboards, and interpreting alarm data.
Professional Compentencies:
- Reliability: Demonstrated history of punctuality and consistent attendance.
- Initiative: A self-starter who proactively seeks out documentation improvements or learning opportunities during downtime.
- Attention to Detail: Ability to follow and audit detailed instructions without skipping steps.
Benefits & Compensation
- Competitive salary + performance-based bonuses.
- Comprehensive benefits package (medical, dental, vision, 401(k))
- Generous PTO and wellness opportunities.
- Ongoing professional development and educational opportunities.
About
To learn more about JSI, visit us at jsitel.com.
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