NTAC Technician I - Mission, KS

Mercury Management LLC•Mission, KS

4d•Hybrid

About The Position

The NTAC Technician I at Mercury Broadband will be responsible for proactively addressing network-related issues and providing technical support across various divisions of the Company. This role requires monitoring, troubleshooting, and resolving network alarms and performance deviations for subscriber networks, which include multiple technologies such as FTT-X, WiMAX, and LTE wireless equipment in multiple frequency bands. The technician will assist in supporting customers, field service teams, and high-value clients while ensuring efficient network operations. This requires flexibility in working hours to provide 24/7/365 support.

Requirements

Previous experience in a 24/7/365 NOC environment preferred
Entry level position
Experience managing and monitoring RAN systems
Basic knowledge of Unix operating system and command structure
Basic knowledge of IP routing and protocols and basic knowledge of network concepts and topologies
Experience with using an EMS, NMS and understanding of alerts and notifications
Experience using remote access software
Experience using a trouble ticket tracking system
Excellent verbal and written communication skills
Excellent customer service skills
The position is required to work from the company’s Mission office
NOC technicians will be required to participate in an on-call rotation
Demonstration of a “customer first” attitude
A high school diploma or general education degree (GED) is required; formal technical education is preferred.
High School Diploma or equivalent required; formal technical education preferred.

Nice To Haves

Associate’s or Bachelor’s degree in Information Technology, Networking, or a related field preferred.
CompTIA A+ Certification or equivalent experience preferred.
CCNA Routing and Switching or relevant certification is a plus.

Responsibilities

Provide Level 2 support for Customer issues, including basic to advanced troubleshooting, trouble isolation, and testing
Take handoff of customer calls from Support
Database entry and updates
Assist Field Services with CPE installation and provisioning of fixed wireless access or fiber services
Drive test troubleshooting
Support the installation and configuration of CPE devices for both the FWA and Fiber networks
Support the installation and configuration of network equipment to include, eNodeB and backhauls
Monitor the network for operating issues involving failures, degradation, and event correlation
Identify and prioritize repair issues in accordance with established procedures.
Take corrective action to ensure connectivity and minimize downtime while engaging other teams as needed.
Coordinate timely dispatch and escalate open issues with other technicians, departments, and vendors
Use a combination of various tools to correlate multiple faults into singular network impairments.
Perform remote resolution to faults through various element management systems
Creation and routing of network tickets to appropriate designated fix agents, including field technician dispatch, departments, and vendors
Document issues and resolutions using the Company's ticketing system, recording data for future reference throughout the ticket life cycle
Able to work flexible hours and be part of an on-call rotation for off-hour and weekend support.
Support the change management process for implementing improvements throughout the network, documentation, implementation, and oversight
Support the Return Merchandise Authorization process with vendors
Provide support during network incidents executive notifications, customer notifications, support tower services with restoration efforts, and ticket documentation
Other duties as required by management