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Network Support Technician I, II or III
Wave Broadband - Bothell, WA
posted 2 months ago
About the position
Astound Broadband is seeking a Network Support Technician I to join their Commercial Network Operations Center (CNOC). This role is crucial for monitoring and responding to service-related issues that impact customers, ensuring quick repairs and minimizing negative experiences. The technician will provide 24/7 trouble isolation and remote restoration for commercial customer services, utilizing various tools and platforms to manage network faults across multiple technologies. The position emphasizes teamwork, effective communication, and a commitment to customer satisfaction.
Responsibilities
- 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
Requirements
- 3 or more years technical experience in telecommunications, network, cable, or related industry
- Strong verbal, written, and interpersonal communication skills
- Proven experience and detailed knowledge in supporting Network protocols and networking technologies
- RF Network troubleshooting
- Basic Linux Commands
- Understanding of LANs and WANs
- Knowledge of OSI model, subnetting, and routing
- Experience with Cisco iOS software
- Understanding of Power Plant Comprehension - Generator, UPS, Battery, Commercial, ATS
- Hardware configuration skills
- Experience with Remote-Restore & Alternate routing Understanding & Execution
- Monitoring, Issue Management, Communication skills
- Critical Thinking Skills
- Proficiency in Microsoft Office
Nice-to-haves
- Telecom or MSO Network Operations Center experience preferred
- Equivalent experience or equivalent/related vendor certification preferred
Benefits
- 401k retirement plan, with employer match
- Insurance options including: medical, dental, vision, life and STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, increasing based on tenure
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave
- Tuition reimbursement program
- Employee discount program
