Sr Fiber Systems Support Technician

Epb • Chattanooga, TN

402d

About The Position

The Fiber Systems Support Senior Technician is responsible for monitoring and maintaining all network systems and services at EPB, including Internet, Email, Hosted Wi-Fi, Telephone, and Video. This role provides back-office technical support for field operations and business customers, focusing on complex-level services. The technician aims to enhance operations by identifying improvements in systems and processes used for monitoring and provisioning network elements and serving customers.

Requirements

• Bachelor's Degree in a related technical field preferred, or equivalent of 5+ years of experience in networking, video, systems administration, security, or telephone systems.
• Strong background in electronics and communications equipment.
• Strong computer skills, including experience with hardware and software, including Windows, Internet Explorer, and Microsoft Office Products.
• Excellent analytical, troubleshooting, and problem-solving skills.

Nice To Haves

• Certifications within the technology field preferred.
• Ability to learn and become proficient in other business software systems utilized at EPB.

Responsibilities

• Respond appropriately to alarms and failures within the network and other systems.
• Interact with maintenance crews and vendors during periods of planned maintenance.
• Provision and troubleshoot services including Internet, Email, Hosted Wi-Fi, Telephone, and Video services.
• Identify, diagnose, and repair problems with systems providing Internet, Email, Hosted Wi-Fi, and Video services.
• Provision highly customized VoIP phone systems for HPBX customers and interact with them for adds, moves, and changes during and after installation.
• Identify, diagnose, and repair problems with Telecom services, including POTS, PRI, VoIP Phones, IADs, and SIP Trunks.
• Interact with Field Service personnel, customers, vendors, carriers, and EPB Engineers to diagnose, escalate, and resolve issues with HPBX phone systems.
• Provide Tier 3 Support for Residential Technical Support staff with unresolved issues.
• Provide Tier 1 Support to resolve business customers' technical support calls.
• Provide Tier 3 Support for Field Service crews installing and maintaining service to customers.
• Communicate with other departments and customers regarding the status of trouble tickets.
• Identify and communicate noticeable problem trends and troubleshoot to find solutions.
• Maintain WIKI and technical documentation of processes and procedures used throughout normal operations.
• Complete all off-shift routines for the 2nd and 3rd shifts.
• Work all shifts and overtime as needed to sustain a 24/7/365 operation.
• Accept 75% of overtime requested by the supervisor or manager each quarter, including holiday coverage.
• Provide project management of technical staff in the implementation, installation, configuration, and technical support of network architecture; coordinate projects with other departments and external organizations.
• Manage workload and room responsibilities while leading a shift without a supervisor's presence.
• Provide the same level of customer service to Wholesale customers who purchase field service support, business support, and/or provision services from EPB.
• Perform special projects as assigned.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid time off
• Flexible scheduling options
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree