Network Operations Center Technician

Brookings, OR | Beacon Broadband, Inc. | Full-time

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Position: Network Operations Center Technician

Company: Beacon Broadband, Inc.

Salary: $27.59/hr - $33.89/hr DOE

 

Primary Purpose

Network Operation Center Technicians troubleshoot and resolve routine and complex network, hardware, and OS issues in a timely and efficient manner and are directly responsible for driving our customers fiber to the home experience.

Essential Job Functions (Reason position exists is to perform these functions)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Network and Customer Support 70%

·        Respond to network incidents reported through industry standard monitoring platforms and work to restore services in an efficient and timely fashion.

·        Provide direct support to BBI residential and business customers to proactively resolve technical issues via phone, email, and ticketing systems.

·        Provide succinct communication on resolution steps and document these within BBI’s ticketing and knowledge base.

·        Produce accurate testing and troubleshooting guides in accordance with BBI’s KB program.

·        Resolve undocumented or highly complex issues by identifying and executing processes and procedures and escalating them to higher level technical resources as needed.

·        Ensure accuracy of service level agreements through monitoring, assurance, and reliability for carrier and commercial clients.

 

Other Responsibilities 30%

·        Cross trains and coordinate with Customer Service Representatives (CSR) team for overflow coverage as needed.

·        Assist in facilities, inventory, and document management.

·        Maintain company plant and mapping documentation.

·        Other duties as assigned.

 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Competencies

·        Technical Capacity.

·        Documentation Skills.

·        Attention to detail.

·        Problem Solving/Analysis.

·        Customer Service Focused.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand, as necessary.

Position Type and Expected Hours of Work

This is a full-time position, and typical work hours are Monday through Friday 9:00am to 6:00pm. Ability to work other shifts, weekends, and holidays is required. This position is part of a mandatory 24/7/365 on-call rotation.

Travel

Occasional travel throughout the Beacon Broadband service territory.

Qualifications

·        CCNA, CCNP, or JNCIP certification strongly preferred.

·        Strong understanding of Cisco IOS and IOS-XR.

·        Two years of technical support and customer service experience in a service provider setting is ideal.

·        Strong understanding of routing and switching utilizing Cisco, Calix, and Ubiquiti products.

·        Familiar with high-speed data, digital video, VoIP, LAN/WAN networking concepts, OSI model, and protocols including BGP, OSPF, MPLS, STP, and G.8032.

·        In-depth understanding of DNS and DHCP in a service provider environment.

·        Experience with VMWare, vSphere, vCenter, and O365 environments.

·        Comprehension of fundamental technical concepts with analytical, organizational, and time management skills.

 

Additional Eligibility Qualifications

·        Strong MS Office Suite skills.

·        Knowledge of ITIL standards a plus.

·        Professional and ethical conduct.

·        Excellent technical and customer support skills.

·        Reliable transportation for getting to work.

·        Must be free from illegal drugs; may be subject to random and /or suspicion testing.

 

The specific statements reflected in each section of this position description are not intended to be all-inclusive, but rather the basic elements and criteria considered being necessary in order to satisfactorily perform the duties associated with the position.

Beacon Broadband, Inc. is an Equal Opportunity Employer.

Please inform Human Resources at 541-332-8835 or hr@cooscurryelectric.com if you require an accommodation in order to participate in the application process.