Network Technician II

Twin Valley•Clearwater, KS

About The Position

As a Network Technician II, you lead and contribute to day-to-day support functions within a business customer-facing network, provisioning, and IT operations. You interface with customers regarding trouble reports and network events across the company’s core network and contribute to installation, provisioning, and troubleshooting for access, transport, business, and residential services. In this senior technician role, you apply advanced network operations and troubleshooting knowledge, a logical and analytical approach to problem solving, and established best practices. The role collaborates with Field Operations, Tier 1 and Tier 2 teams, central office technicians, external carriers and service providers, and internal business teams. It supports Telecom IP/Data products, works on complex customer and network issues, and may assist with or lead projects. The technician also serves as the primary technical contact for high-profile accounts, including school districts, hospitals, and government offices, and provides courteous, effective customer service. The successful employee demonstrates strong communication, customer service, presentation, ethical conduct, organization, judgment, interpersonal, planning, professionalism, adaptability, and task-detail skills. The position requires travel to company and customer locations in varying conditions. Twin Valley Family Companies describes a respectful and inclusive workplace and is an Equal Opportunity Employer.

Requirements

Associate’s degree in communications technology or a related area, or a combination of education and applicable experience.
MEF Carrier Ethernet Certified Professional certification.
Proficiency with Cisco or Juniper command-line interfaces (CLI).
At least two years of experience, education, or training in transport and point-to-point equipment; LAN/WAN networking; central office transport and switching; IP networking, routing, and network design; TDM, VoIP, video transport, DSL, and fiber to the home; hosted VoIP and UCaaS support, installation, and troubleshooting, including SIP, call routing, and business phone features; installation, troubleshooting, and repair of video, Internet, and phone equipment; and office productivity software.
Two to five years of experience with Cisco or Juniper routers.
Two to five years of experience troubleshooting IP, Ethernet, TCP/IP, and OSI Layers 1–3.
Familiarity with MetaSphere, MetaSwitch, Ethernet transport, Minerva, ADB, and Adtran/Calix.
Valid driver’s license and a driving record that meets the company insurance carrier’s criteria for coverage.
Ability to meet the position’s requirements and qualifications with or without reasonable accommodation.

Nice To Haves

Juniper or Cisco certification, such as JNCIA, JNCIS, CCNA, or CCNP.

Responsibilities

Partner with Field Operations and Tier 1 and Tier 2 teams to resolve complex or multifaceted service and network issues.
Serve as backup to the central office technician.
Work with local exchange carriers, peer networks, other service providers, and other external entities for troubleshooting and testing.
Coordinate with internal teams such as service managers, service delivery, and sales engineering to support communication and effective network operations.
Complete other duties as assigned.
Serve as the primary technical point of contact for high-profile accounts, including school districts, hospitals, and government offices.
Analyze workload, including traffic and utilization trends.
Provide support across company Telecom IP/Data products, from Internet access to private IP/Data services.
Isolate and initiate resolution of complex or escalated issues involving company network elements or contractual service-delivery responsibilities.
Assist with or lead project work.
Work with customers to troubleshoot and maintain advanced or complex customer services and network infrastructure.
Promote company products and provide excellent customer service.
Follow company policies and procedures and demonstrate the stated professional skills and Twin Valley Core Values.