NOC Technician 3

The BHE Network Operations Center (NOC) is seeking a highly skilled and experienced Network Operations Analyst III to serve as a senior technical lead and escalation point within our 24x7x365 operations team and to assist with support of multi-platform, enterprise-level systems operations. The NOC Analyst III is responsible for ensuring operational excellence by leading daily shift activities, enforcing process adherence, driving continuous improvement, and coordinating escalations with engineering teams and vendors. This position plays a key role in enhancing customer satisfaction through clear communication, timely updates, and professional engagement with stakeholders, end users, and business partners. 

Additionally, this role serves as a critical support to the supervisor, with the ability to backfill supervisory duties when needed, including monitoring team activities and performance, assisting in incident management, and providing training and development for the team. Solid foundational networking knowledge and troubleshooting skills are required. The ideal candidate will possess qualities such as expert-level NOC experience and a familiarity with NOC related tasks, a thorough understanding of M365 and associated software and applications, & effective leadership and communication skills that will be used to lead and mentor junior team members.

Required Skills & Qualifications:

• 5+ years of experience in a Network Operations Center (NOC) environment, with at least 2 years in a leadership or senior role.
• Proven ability to lead, motivate, and mentor a team of technical professionals.
• Strong understanding of network operations processes and ITIL best practices.
• Excellent communication and interpersonal skills, capable of effectively collaborating with both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot network and system issues.
• Proficiency with various network monitoring tools and ticketing systems.
• Basic understanding of networking concepts and troubleshooting techniques.
• Flexibility to work rotating shifts, including nights, weekends, and holidays, as required for 24/7 NOC operations.

Preferred Qualifications:

• Associate or bachelor's degree in Information Technology, Computer Science, or a related field (Typically, three years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess an associate's degree.)
• Certifications such as Net+, CCNA, or ITIL Foundation.
• Experience using Microsoft 365 software and applications.
• Experience working in a NOC or large-scale enterprise operations center.
• Familiarity with SolarWinds and report generation is a plus.
• Familiarity with ITIL practices and incident/change management processes.
• Understanding of telecom and network infrastructure (DWDM, OC carried).
• Strong understanding of enterprise monitoring systems.
• Ability to prioritize and handle multiple tasks and projects concurrently. 
• Strong communication and collaboration skills.
• Ability to mentor NOC Technicians and contribute to knowledge sharing.
• Detail-oriented with a proactive approach to problem-solving.

Employees must be able to perform the essential functions of the position, with or without an accommodation. 

All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.

Monitoring, Incident Response, and Troubleshooting

• Serving as an experienced escalation point within the NOC for incidents during the shift. Ensure timely handoff to the Supervisor or NOC Engineer for advanced troubleshooting when required.
• Monitor network, systems, and applications for alerts, anomalies, and performance issues using enterprise monitoring tools.
• Perform hands-on troubleshooting for Tier 1 and Tier 2 incidents, following established procedures and escalation protocols.
• Prioritize, track, and update incident tickets to ensure compliance with Service Level Agreements (SLAs).

Process Oversight and Daily Operations

• Support daily NOC operations by leading turnover meetings, status calls, and other recurring team check-ins.
• Oversee adherence to established NOC processes and procedures, providing clarification and guidance to team members as needed.
• Identify areas for process improvement and recommend updates to procedures to enhance efficiency and service quality.

Documentation, Reporting, and Knowledge Management

• Assist and provide feedback to NOC Supervisors and the Manager in maintaining Standard Operating Procedures (SOPs), knowledge base articles, and troubleshooting runbooks.
• Collaborate with the NOC Supervisor and Manager to update process documentation based on lessons learned and post-incident reviews.
• Support the NOC Manager in generating and distributing operational reports, ensuring accuracy, clarity, and completeness.
• Maintain situational awareness of ongoing incidents and provide timely, accurate updates to stakeholders as needed.

Team Support and Mentorship

• Provide day-to-day guidance and technical assistance to NOC Technicians, ensuring consistent understanding of processes and expectations.
• Promote knowledge sharing within the team by encouraging the use and improvement of internal documentation.
• Assist in training new technicians on monitoring tools, escalation procedures, and troubleshooting techniques.

Technical Knowledge and Skills

• Apply a solid understanding of fundamental networking concepts, including TCP/IP, VLANs, DNS, and basic routing and switching.
• Use basic troubleshooting techniques and tools to identify and resolve issues, with familiarity in Cisco equipment and basic CLI commands.
• Demonstrate the ability to quickly learn and adapt to evolving network technologies and tools.

Pay Range: $37.74-$44.38