QUALIFICATIONS AND EXPERIENCE:Associate degree in Computer Science and two (2) years of Network or IT systems support is required (extensive professional experience may be considered in lieu of degree). Recent, progressive, personal computer and network experience within ISP and IT environments including software and hardware installation and customer service experience is required. Working knowledge of data networking, wireless networking, GPON and/or related Fiber technologies is required, as is working knowledge of phone & voicemail systems and associated security setup. Must have working knowledge of PC, MAC hardware and software including general business/office applications and operating systems which include Windows 7, 8, 10, Linux and MAC OS.Must have and maintain a valid US driver's license. Must be willing to travel.ESSENTIAL JOB FUNCTIONS:With minimal supervision, performs a variety of Tier-2 network operations, service provisioning and network support tasks, including but limited to: analyzing, documenting, testing, maintaining, troubleshooting and supporting of Elevate Fiber Customers. Performs a variety of project tasks and requires good communications skills with the ability to work with users, coworkers and customers diplomatically, respectfully and skillfully. Exercises judgment and decision making in the diagnosis and resolution of computer and network hardware and software problems.
- Provides troubleshooting assistance and how-to help to customers regarding all supported end-user premise device hardware in a multi-vendor/platform environment, which includes LAN, WAN, Wireless and Fiber Internet connectivity and support.
- Resolves general problems and customer questions regarding provider-supplied hardware used in general business and residential applications.
- Provides general assistance to other Network Operations Center personnel in providing customer installation, provisioning and troubleshooting support.
- Responsible for all tier-2 support escalation tickets including but not limited to manage wireless, internet connectivity and general customer service problems for Elevate Fiber and wireless customers.
- Responsible for all customer telecommunications provisioning, coordination and troubleshooting including coordinating local number portability.
- Assists field operation teams with business customer installation including coordination of service provisioning and installation.
- Provides direct field support for OSP technicians including service changes and scheduling remote troubleshooting of installation issues.
- Assists the Network Engineering team in system installation, configuration, upgrades, maintenance, disaster recovery and usage reporting, as requested.
- Performs and assists with programming and troubleshooting subscriber optical network terminals and routers remotely.
- Performs other duties as assigned.
OTHER DUTIES AND RESPONSIBILITIES:The above statements are intended to describe the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position.Position works under general supervision, with some reliance on user and customer feedback. Supervisor assigns priorities and in consultation with employee, determines deadlines and scope of projects. Employee is expected to work independently on assignments; and resolve client server computer, operating system problems, house wiring problems, including both network and phone connections that arise. Employee is expected to keep supervisor informed of progress and potential problems, apply guidelines and obtain approval for deviation from guidelines. New or unusual assignments may be accompanied by specific instructions. Employee is responsible for technical accuracy of work; maintaining good communications and working relationships; coordinating work with others; meeting deadlines; adhering to company guidelines, policies, practice, and procedures; and providing cost effective utilization of all data processing services. Employee is responsible for coordinating with the Network Operations team whenever data could be at risk when investigating user problems. General knowledge of formalized documentation procedures desired. Must be able to demonstrate ability to perform all essential functions of the position.Work is reviewed for technical competency, soundness of judgment and conclusions, effectiveness of troubleshooting problems and providing recommendations, adherence to guidelines and effectiveness in meeting requirements of the position.KNOWLEDGE, SKILLS AND ABILITIES:Work consists of a wide variety of computer and office automation related duties in a distributed systems multi-vendor/platform environment, which requires the application of specialized skills and technical knowledge in the operation of computer systems, network and client/server applications supported by Elevate. Technical knowledge and skills are necessary to respond to questions and problems; resolve software and hardware problems with customers; and evaluate/recommend general-use application. Judgment and initiative are required for selection and application of guidelines for various situations that may not be specifically covered. Must also troubleshoot PC hardware and network problems and refer unsolvable problems to the supervisor. Monitor and insure repairs and return of PCs and all related peripheral equipment all in a timely manner.Works with considerable independence. Work is complex in nature and includes a high degree of security.Understands and applies the concept of providing quality services to Elevate customers and employees and agrees to maintain a continuing commitment to superior service.Must have excellent communication and interpersonal skills, and developed and demonstrated listening skills. Must have ability to communicate effectively, both orally and in writing, to technical and non-technical end-user clients.Must be able to maintain effective working relationships, work in project teams, and manage projects.Has knowledge of problem analysis and resolution techniques and system design.Requires the ability to develop plans, procedures and goals; coordinate and plan work effectively; and work under stress to complete projects accurately within reasonable deadlines, and maintain confidentiality.ESSENTIAL PHYSICAL AND MENTAL REQUIREMENTS:Requires frequent sitting, standing, walking, and use of keyboard/computer; and occasional bending, kneeling, reaching, climbing stairs. Lifting up to 50 pounds infrequently. Requires finger dexterity, good vision and hearing, ability to speak, and the ability to perform close work. On a daily basis, requires attention to detail; the ability to read, write, and perform basic math; analyze data and reports; and conduct research. Must be flexible and a team player.WORKING CONDITIONS:Close to 90% of the work performed is done indoors in an office setting. Office equipment used includes personal computers and accessories, related software, servers, switches, routers, modems, fax machines, and copy machines. Occasional transportation by company vehicle is required. Occasional travel by company vehicle and/or commercial means may be required.