Network Support Technician I, II or III

Astound; Seattle (WA); Hybrid; USD 80,000 - 100,000; Full time

Job summary

Astound Broadband is seeking a Network Support Technician to monitor and respond to service issues impacting customers. This role involves troubleshooting network faults and ensuring high service quality. The ideal candidate will have telecom experience and strong communication skills, working in a 24/7 environment.

Benefits

Competitive compensation including base salary plus uncapped commissions

Paid Time Off/Vacation: 80 hours per year

Paid Holidays: 7 days per year

Insurance options including medical, dental, vision

401k with employer match

Tuition reimbursement program

Employee discount program

Qualifications

• 3+ years technical experience in telecommunications or related industry.
• Experience in supporting network protocols and VoIP platforms.

Responsibilities

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

Skills

Telecom Network Operations

Communication

Critical Thinking

RF Network Troubleshooting

Basic Linux Commands

Network Protocols

Cisco iOS Software

Education

High School Diploma or Equivalent

Tools

Cisco CCNA

Google G-Suite

Job description

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.

The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. The company reserves the right to modify or change the duties or essential functions of this job at any time.

The primary position responsibilities will include, but are not limited to:

• Triage commercial services and equipment for outages and performance issues


• Isolate and identify cause of faults for customer network related issues


• Remote restore/reroute competencies


• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures


• Properly assess impact to core network/services and resulting impact to Customers and escalate appropriately


• Interface directly with Internal and External Enterprise Engineers/Technicians


• Event Escalation


• Reporting


• Support of hosted voice services

The ideal person for the role will:

• Ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with team leads or management staff


• Maintain a good working image to Customers and the community with regard to personal presentation, communication, and caliber of work effort


• Punctual, regular, and consistent attendance


• Availability to work any shift in a 24/7/365 environment


• Work in a strong team environment

Our ideal candidate will possess:

• Telecom or MSO Network Operations Center experience preferred, along with 3 or more years technical experience in a telecommunications, network, cable, or related industry.


• Strong verbal, written, and interpersonal communication skills


• Sound ability to analyze issues


• Proven experience and detailed knowledge in supporting Network protocols and networking technologies, HFC plant and system delivery, and VoIP platforms


• RF Network troubleshooting


• Network protocols


• Basic Linux Commands


• LANs and Wans


• OSI model


• Subnetting and routing


• Cisco iOS software


• Power Plant Comprehension - Generator, UPS, Battery, Commercial, ATS


• Hardware configuration


• Remote-Restore & Alternate routing Understanding & Execution


• Monitoring, Issue Management, Communication


• Use of NOC tools for issue identification and escalation


• Critical Thinking Skills


• Microsoft Office

Is this the career opportunity you've been searching for? Yes? Then let us know about you - apply now!

Qualifications

Education:

• High School Diploma or Equivalent

Preferred:

• Telecom and/or MSO experience is a plus.


• Equivalent experience or equivalent/related vendor certification preferred

We're Proud to Offer a Comprehensive Benefits Package Including:

• Competitive compensation including base salary plus uncapped commissions plan (see below for full comp details)


• Paid Time Off/Vacation: 80 hours per year and increases based on tenure with the organization (**PTO/Vacation is specific to our West region and could vary within other geographical regions)


• Paid Holidays: 7 days per year


• Paid Sick Leave based on state and local ordinance


• Insurance options including: medical, dental, vision, life and STD insurance


• 401k with employer match and immediate vesting


• Tuition reimbursement program


• Employee discount program

The base salary range in Washington for this position is $22.00-$28.00/hr, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Washington and may not be applicable to other locations.

• Network Support Technician I - $22.00 - $23.63/hr


• Network Support Technician II - $23.50 - $26.65/hr


• Network Support Technician II - $26.00 - $28.00/hr

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf

Qualifications

Education

High School (required)
Technical/other training (preferred)

Licenses & Certifications

Cisco CCNA (preferred)

Skills

Google G-Suite (preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.