Technician I

Conterra Ultra Broadband•Charlotte, NC

About The Position

Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network. We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider. Fiber driven. People powered. Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart. As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.

Requirements

Must demonstrate solid troubleshooting skills.
Must have good customer service and organizational skills.
Must have clear verbal and written communication skills.
Ability to learn and retain information in a fast-paced environment.
Ability to multi-task efficiently and work independently and as a team while maintaining quality service.
Possess the ability to take on new, demanding challenges.
Demonstrate the ability to assume new levels of responsibility and deal with them effectively.
Experience using MS Office Suite, SharePoint.
Knowledge of Telnet, SSH, RDP, and WEBHTTPS required to access devices and utilize web and cli interfaces.
Must maintain and/or exceed company QA scores.
Minimum of 0-1 years of experience working in a Tier 1 network operations support role.
Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.

Nice To Haves

2- or 4-year technical degree and/or equivalent training preferred.

Responsibilities

Monitoring and supporting the overall infrastructure of Conterra’s network.
Assisting with 3rd party partners to resolve any network issues.
Customer service, problem solving, troubleshooting, documenting, escalating, and reporting.
Troubleshooting and tracking status with Conterra’s incident management system to properly document the events as they occur.
Reporting incidents to management or other internal departments by following the SOP (Standard Operating Procedure) for escalations as required.
Monitor all power related alarms via NMS system and create tickets in incident management system in a 24/7 environment.
Troubleshoot network (Data & Voice) incidents in a timely fashion.
Prioritize network issues by severity levels and escalate to appropriate levels, as necessary.
Resolve customer incidents via multiple communication outlets.
Maintain status updates to internal and external customers until incidents are resolved.
Provide accurate documentation for each incident.
Perform various steps to verify levels and coordinate with Field Operations.
Respond to customer requests and provide timely communication as defined by our department’s policies.
Perform any other duties assigned by NOC supervisor or manager.
Perform on call support as needed.