NOC Tier I Surveillance Technician

Summit Broadband•Orlando, FL

3h•Onsite

About The Position

Summit Broadband Inc. is a fiber-based broadband provider delivering residential, commercial, and hospitality technology solutions. The NOC Tier I Surveillance Technician joins the Network Operations Center team in Orlando, Florida. The position monitors the Network Monitoring System and Summit Broadband services, investigates network events and alarms, and works to restore service for carrier, commercial, and residential customers. The technician supports customers, creates and tracks trouble tickets, handles after-hours callouts and escalations, implements outage restoration procedures, and assists with tracking scheduled maintenance that may affect customer services. This is a full-time, non-exempt, in-office role supporting 24/7/365 operations. Duties and responsibilities may change, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

2–3 years of telecommunications or related industry experience.
Knowledge and experience troubleshooting CPE environments, including NIDs, routers, and switches.
Knowledge and experience troubleshooting high-speed data services.
Knowledge and experience troubleshooting at least three of the following: Metro-Ethernet devices and circuitry; VLAN operations; TCP/IP, PPPoE, and cable modems; small office and home networking; PC network configurations; routing and subnetting; email delivery; VoIP/Hosted Voice; video delivery; access technologies including DOCSIS, PON, and XGS-PON.
Proven ability to manage multiple tasks or projects and lead small, directed projects.
Strong oral and written communication skills.
Working knowledge of Juniper routers and switches.
Working knowledge of HFC, fiber, and copper plant.
Must pass a criminal background check and drug screening.

Nice To Haves

One year of previous work on a telecommunications surveillance system.
One year of previous work in a customer-facing role.
Military experience.
Moderate proficiency with Microsoft Office products.

Responsibilities

Maintain surveillance of the Summit Broadband network.
Correlate and troubleshoot alarms collected by monitoring tools; identify root causes and resolve, dispatch, or escalate issues as required.
Maintain the integrity of Network Monitoring Systems by referring erroneous alarms to responsible parties.
Assist field operations with troubleshooting and resolving customer-related issues.
Answer phones, emails, and messages promptly, and provide support to Summit Broadband customers.
Create tickets for all customer-reported troubles and track issues.
Assist in communicating scheduled network maintenance.
Track and communicate outages through the Incident Management application in a timely and effective manner.
Handle after-hours callouts and escalations, implement outage restoration procedures, and assist with tracking scheduled network maintenance.
Work non-traditional schedules covering 7 x 24 x 365 operations in the office.
Maintain service levels for calls and tickets.
Work independently and as a team member.