Network Operations Analyst

Join the MDC Team as a Network Operations Analyst! 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! Your Mission: 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. What Awaits You: 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 escalated when needed. Collaborate with other departments to support customer visits, audits, and special projects. Monitor the MDC infrastructure and escalat 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. Qualifications: 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 escalated issues to the appropriate team or leader. Work arrangement McAllen, Tx. #J-18808-Ljbffr MDC Data Center