Network Operations Analyst

As a Network Operations Analyst, your mission is to deliver timely, effective, and courteous support to our customers. You will serve as a key point of contact for resolving service requests, providing technical assistance, and ensuring smooth communication throughout the support process. Your goal is to create a positive customer experience while helping maintain the reliability and excellence that define MDC’s service., * Dynamic Environment: Step into a fast-paced setting where each day presents new challenges and opportunities to improve how we serve our customers.

• Collaborative Approach: Work hand-in-hand with cross-functional teams - including Sales Engineers and Network Operations - to resolve customer requests efficiently and deliver a seamless experience.
• Customer-Focused Mission: Deliver prompt, professional support while developing a strong understanding of our infrastructure, services, and customer needs.
• Continuous Learning: Stay up-to-date with product updates and industry trends while building your skills through ongoing training and support.
• 24/7 Mission-Critical Operations: Join a team that supports a 24/7/365 operational environment, helping ensure our customers receive continuous service. This role includes participation in rotating shifts, weekends, holidays, and an on-call schedule as business needs require.

What You’ll Be Doing:

• Respond promptly and professionally to customer inquiries via email, phone, and ticketing systems.
• Provide basic technical support and troubleshooting assistance to resolve issues or escalate when needed.
• Collaborate with other departments to support customer visits, audits, and special projects.
• Monitor the MDC infrastructure and escalate service-impacting issues appropriately.
• Document solutions, update FAQs, and contribute to knowledge base materials.
• Participate in training sessions to stay current on product enhancements and support best practices.
• Assist with gathering customer feedback and identifying areas for service improvement.
• Support rotating shifts and occasional on-call duties, including weekends or maintenance windows, as needed.
• Coordinate with the Customer Success team to ensure smooth handling of non-standard client requests.

At MDC Data Centers, we’re looking for a service-driven, detail-oriented individual to join our growing NOC team. If you’re passionate about helping others and thrive in a dynamic, tech-forward environment - this role is for you!, * Bilingual (English & Spanish) - Required for clear and effective communication with diverse customers.

• Experience in NOC/SOC or data center environments - Preferred but not required; a willingness to learn is essential.
• Excellent written and verbal communication skills - Able to communicate technical concepts in a clear and customer-friendly way.
• Quick learner - Comfortable picking up new tools, systems, and processes.
• Strong time management - Able to prioritize and handle multiple support requests efficiently.
• Proficient in digital tools - Familiar with Google Workspace, Microsoft Office, and similar platforms.
• Customer service mindset - Committed to delivering a positive and professional customer experience.
• Team player with self-motivation - Works well independently and collaboratively.
• Problem-solver - Thinks critically and takes initiative when addressing technical or service-related issues.
• Situational awareness - Can recognize when to escalate issues to the appropriate team or leader.

Work arrangement