Network Support Technician I, II or III

Astound; Pennsylvania; Hybrid; USD 10,000 - 60,000; Full time

Job summary

Astound Broadband is seeking a Network Support Technician to monitor and respond to service-related issues. This role involves troubleshooting and restoring services for commercial customers, working in a dynamic 24/7 environment. The ideal candidate will possess strong communication skills and a background in telecommunications. Competitive salary and benefits are offered, with a salary range of $22.00-$28.00/hr based on experience.

Benefits

Paid Time Off

Holidays

Sick Leave

Insurance Options

401k

Tuition Reimbursement

Employee Discounts

Qualifications

• 3+ years experience in telecommunications or related industry.
• Knowledge of Network protocols, VoIP platforms, RF troubleshooting.

Responsibilities

• Triage commercial services and equipment for outages.
• Isolate and identify cause of faults for customer network issues.
• Perform equipment checks remotely using monitoring tools.

Skills

Communication

Issue Analysis

Teamwork

Education

High School Diploma or Equivalent

Tools

Microsoft Office

Job description

Position Overview

Astound Broadband is currently searching for a Network Support (CNOC) Technician I, II or III, for our Applications, Systems and Network Operations Department. The Commercial Network Operations Center is responsible for monitoring and response of service related issues impacting customers in order to expedite repair and minimize negative customer experience. The Operations department is a 24/7 service provider for the organization.

The CNOC Technician I provides 24/7 trouble isolation and remote restoration for Commercial customers services as they connect to the Astound Broadband Powered by Wave network. These include, but are not limited to detection, ticketing and triaging of switch, network, transport, or systems faults across multiple technologies on the Voice, Video and Data and Power Plant network. The CNOC Technician I utilizes all available OSS platforms and tools to perform isolate, repair or restore faults for Enterprise Customer networks. Additionally, the CNOC Surveillance Technician I will maintain strong situational awareness of changes being performed throughout the core network through a solid change management process. This position reports directly to the CNOC Manager/Supervisor and has no supervisory responsibilities. This position has a potential for a Hybrid work environment.

Primary Responsibilities

1. Triage commercial services and equipment for outages and performance issues
2. Isolate and identify cause of faults for customer network related issues
3. Remote restore/reroute competencies
4. Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
5. Assess impact to core network/services and escalate appropriately
6. Interface directly with Internal and External Enterprise Engineers/Technicians
7. Event Escalation
8. Reporting
9. Support of hosted voice services

Ideal Candidate Qualities

1. Ensure accuracy and completion of work, evaluate effectiveness with team leads or management
2. Maintain a professional image with customers and the community
3. Punctuality and consistent attendance
4. Availability to work any shift in a 24/7/365 environment
5. Work well in a team environment

Qualifications

Education: High School Diploma or Equivalent

Preferred: Telecom and/or MSO experience, or equivalent/related vendor certification

Additional Skills and Knowledge

• 3+ years experience in telecommunications, network, cable, or related industry
• Strong communication skills
• Issue analysis capabilities
• Knowledge of Network protocols, HFC plant, VoIP platforms, RF troubleshooting, Linux commands, LAN/WAN, OSI model, subnetting, routing, Cisco iOS, Power Plant systems, hardware configuration, remote restore, issue management, and Microsoft Office

Benefits and Compensation

Competitive salary, benefits, paid time off, holidays, sick leave, insurance options, 401k, tuition reimbursement, employee discounts, and a salary range of $22.00-$28.00/hr depending on experience and location.

Company Values and Equal Opportunity

Our mission is to take care of customers and each other, do what we say, and have fun. We are an Equal Opportunity Employer committed to diversity and inclusion.