Operations Technician II

As an Operations Technician in the Broadband NOC you will be responsible for monitoring and maintaining the Broadband network. This role evaluates, opens/closes trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups. Knows equipment specific maintenance procedures and can assist field ops in card swaps and equipment restoration. Knowledge of Broadband / DSLAM network topology. Some basic knowledge of Ethernet router / switch equipment is a plus. Able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively. Basic understanding of telecom, network topology and repair procedures. Works with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24x7 environment. 



As an Operations Technician, your duties and responsibilities will include:

Maintain excellent acknowledgement and response time to alarms and customer calls.

Provide quality documentation of network failures and maintenance activity.

Establish factual data to allow management and vendors to understand the problem and prevent recurrence.

Analyze, diagnose, sectionalize, isolate, and resolve trouble situations.

Manage and correlate multiple trouble reports.

Communicate with internal customers and others in a repair situation.

Provide Tier I support in platforms supported

Interact with all Tier repair teams. Initiate internal/external escalations, as necessary.

Provide follow up and closure of assigned trouble tickets

Works in 24x7 environment and may need to work evenings, nights and/or weekends and holidays



Qualifications

WHAT IT TAKES TO CATCH OUR EYE

Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurations

Basic understanding of Ethernet router / switch and ATM network equipment is a plus

Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems

Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels

Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite



BONUS POINTS FOR:

Industry certifications (Business Management or Technical Certification)

Awards for operational or customer service excellence

Experience working as a technical support analyst/specialist

Experience working in a Network Operations Center