Network Support Technician I, II or III

Astound Broadband • Wilkes-Barre, PA

87d • $22 - $28 • Hybrid

About The Position

Astound Broadband is currently searching for a Network Support (CNOC) Technician I for our Applications, Systems and Network Operations Department. The Commercial Network Operations Center is responsible for monitoring and response of service related issues impacting customers in order to expedite repair and minimize negative customer experience. The Operations department is a 24/7 service provider for the organization. The CNOC Technician I provides 24/7 trouble isolation and remote restoration for Commercial customers services as they connect to the Astound Broadband Powered by Wave network. These include, but are not limited to detection, ticketing and triaging of switch, network, transport, or systems faults across multiple technologies on the Voice, Video and Data and Power Plant network. The CNOC Technician I utilizes all available OSS platforms and tools to perform isolate, repair or restore faults for Enterprise Customer networks. Additionally, the CNOC Surveillance Technician I will maintain strong situational awareness of changes being performed throughout the core network through a solid change management process. This position reports directly to the CNOC Manager/Supervisor and has no supervisory responsibilities. This position has a potential for a Hybrid work environment.

Requirements

• 3+ years of technical experience in a telecommunications, network, cable, or related industry
• Strong verbal, written, and interpersonal communication skills
• Proven experience and detailed knowledge in supporting Network protocols and networking technologies, HFC plant and system delivery, and VoIP platforms
• Working Knowledge of Microsoft Desktop Applications (Excel, Word, Outlook)
• Ability to assess and troubleshoot complex technical issues with a logical, detail-oriented approach
• Ability to execute remote system restorations and implement alternate routing strategies during outages or maintenance
• Hands-on experience in identifying and resolving issues in RF networks
• Solid understanding of network protocols: Basic Linux Commands, LANs and Wans, OSI model, Subnetting and routing, Cisco iOS software
• Familiarity with power infrastructure components including generators, UPS systems, batteries, commercial power feeds, and ATS
• Proficient in utilizing NOC tools for issue identification and escalation

Nice To Haves

• Telecom or MSO Network Operations Center experience is a plus
• High School Diploma or equivalent experience or related vendor certification preferred

Responsibilities

• Triage commercial services and equipment for outages and performance issues
• Isolate and identify cause of faults for customer network related issues
• Remote restore/reroute competencies
• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
• Properly assess impact to core network/services and resulting impact to Customers and escalate appropriately
• Interface directly with Internal and External Enterprise Engineers/Technicians
• Event Escalation Reporting
• Support of hosted voice services

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED