Network Operation Tech I

West Carolina Rural Telephone•Abbeville, SC

11h

About The Position

The Network Operations Tech I position is a first level, frontline customer support for residential customers with data, voice, video and security/camera products. Working in a call center environment to take in-coming calls from residential customers and field technicians to perform first level trouble shooting to resolve issues in a timely and professional manner. As part of the NOC this position will also have some responsibility for the first level monitoring support and maintenance of West Carolina and Upcountry Fiber networks.

Requirements

Basic Knowledge of various operating systems.
Basic Knowledge of Internet protocols and services, and TCP/IP configurations.
Basic Knowledge of data networking and broadband Internet services.
Knowledge of wireless access equipment maintenance and support.
Basic ability to assist customers with personal and laptop computers, iPad/kindle devices, smart TV and other WIFI enabled devices to assist in installation and troubleshooting.
Skill in problem-solving, analytical thinking and risk assessment.
Ability to work independently and as a team player
Ability to deal with difficult customers while displaying patience and understanding.
Ability to communicate with co-workers and various business contacts in a professional and courteous manner.
Ability to pay close attention to detail.
Ability to manage time and stressful situations.
Ability to work overtime when required/scheduled, nights, weekends, holidays, on-call rotation as required.
Valid driver’s license required.
At least one year of experience in a technical call center environment or equivalent work experience working in a direct to customer environment.

Nice To Haves

Knowledge of Access equipment, Adtran and Calix a plus.
Two-year technical college degree, equivalent military technical training, or equivalent telephone experience in switching, preferred.
A+ or Network Plus Certification is a plus.

Responsibilities

Isolate and resolve subscriber voice, video, and data issues by correlating information from network equipment and monitoring systems.
Inform and educate customers on both existing as well as new products and services.
Assist Tech II, Tech III and team lead technicians during outages and system maintenance and contact customers as needed.
Open tickets as required and maintain necessary documentation to track tickets through resolution.
Support field technicians, CSRs, and ASRs in troubleshooting and resolving customer connectivity and provisioning issues.
Conduct proactive monitoring, remote diagnostics, and tier 1 maintenance activities for network devices utilizing alarm software in the NOC to help watch for Network related issues and report to Tech II or Tech III
Notify and escalate issues internally and externally as required in support of network outages and restoration events. Provide updates to customers, internal groups, and vendors as required in a timely manner.
Complete training requirements and assist in developing and training others.
Use resources such as, Techsee, Calix Support Cloud, BPUAA, among others to troubleshoot and resolve issues with customers
Responsible for testing equipment as needed such as ONTS, residential installation equipment etc.
Develop and Train NOC Tier 1 Interns as directed by management
Performs other duties as assigned by management.