Network Support Technician-VTXC

SUMMARY

The technician monitors the core network along with other commercial circuits 24/7, process trouble tickets/orders, and assists field technicians over the phone.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: other duties may be assigned and are not limited to those below:

• Monitor 24/7 commercial circuits and core/wireless networks internally.
• Assist field technicians out on location with new installations, upgrades, or troubleshooting.
• Serve as a Tier 2 for Technical Support (Tier 1) in advanced troubleshooting for Wireless, FTTH, and Hosted phones.
• Create/update/review any new or existing trouble tickets pertaining to trouble, access control, or outages for core network issues and/or central office locations.
• Maintain logs of weekly or monthly maintenances and testing.
• Review Cisco and Nokia information, stats and troubleshooting tools within.
• Serve as primary liaison between 3rd Party vendors associated to VTX1 and keep them informed of expectations, processes and procedures, support information and company information as needed
• Acts as a liaison between internal departments to escalate, prioritize and resolve problems in a timely manner.
• Maintain compliance with all relevant OSHA, safety or departmental specific standards as directed by supervisor.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Technical background: Network Operations Center or Technical Support in a call center environment is desired. An ideal candidate is knowledgeable in Microsoft’s Windows operating systems and basic networking. High school diploma or GED required. Associate’s degree or technical certification is a plus

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License, an insurable driving record, must pass pre-employment screen, physical, and background check.

PHYSICAL DEMANDS

Ability to regularly sit for long

periods of time. May require lifting heavy objects. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES

Must be self-starter.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Must be to work with little or no supervisory assistance.

Ability to work in a team environment.

Proficient keyboarding is highly desired (40 WPM.)

Candidates must be able to work a monthly rotating shift covering 24/7, including holidays.

Bilingual (English/Spanish) is preferred to provide quality service to customers.

BENEFITS

Health benefits (Medical/Dental/Vison) begin on the first day of employment.

401K retirement plan.

Educational reimbursement.

Paid time off.

Paid holidays.

Employee internet discounts.

Optional work from home after a year of employment a minimum network and environmental standards will apply.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

“This position is primarily office-based. Remote work eligibility may be approved at management discretion after demonstrated performance and tenure. Remote work is not guaranteed and may be revoked based on operational needs.”

Category Decision

The duties and responsibilities for this position have been analyzed.

On that basis, this position has been judged to be: Non-Exempt.