Brightlink, headquartered in Atlanta, GA, is seeking a full-time Tier 1 Network Operations Center Analyst to directly interface with customers and vendors when they experience network issues. Learn more about us here.
The Tier 1 NOC Analyst will have the responsibility of directly interfacing with Brightlink customers and vendors when dealing with technical or service-related issues on Brightlink’s voice or messaging networks. This position will be located in an on-site network operations center or “NOC,” and will focus on utilizing state of the art monitoring tools to thoroughly identify and resolve technical service matters. Key responsibilities for this individual include:
Active network statistical monitoring that includes understanding customer call and messaging transaction volumes and performance metrics.
Receive customer support tickets, monitor customer issues and provide real time responses and reporting.
Prepare succinct technical communications to customers and vendors regarding support ticket progress and resolution.
Coordinate engineering resources to assist in troubleshooting and escalation.
Respond to alerts and notification actions when received or identified in an efficient and timely manner
Provide detailed reporting on chronic issues to engineering or management including ticket trending, customer performance concerns and network alerting consistencies.
Perform testing and analysis to identify fraudulent or abusive traffic patterns.
Work with software and infrastructure vendors on root cause analysis.
Ability to work cross functionally as a consummate team player.
A bachelor’s degree with technical majors preferred.
Proficiency in Microsoft Excel required. Proficiency in monitoring tools such as OpManager, Wire Shark, Manage Engine / Service Desk Plus, Cacti, EMS, and Event Monitor a plus.
Strong problem solving skills.
Ability to deliver excellent customer service in a fast-paced environment.
Strong demonstration of mining, analytics, and database knowledge.
Experience collaborating effectively within a team.
Passion for continuously learning about new technology.
Commitment to the highest ethical standards, and strive to always represent the company’s values and brand.
Impact of Role & Expected Results:
Improve efficiency and execution of customer services processes.
Contribute to the overall success of the business by maintaining positive interactions with customers and vendors.
This position reports to assigned Senior NOC Team Leader for escalation, scheduling, and skills development.
Key stakeholders include all other members of the Network Operations Team, in particular very close collaboration and partnership with the NOC Team Leaders.
Will need to provide data to sales, technology, and management teams upon request.