About the Role:

NOC (Network Operations Center) Technicians ensure all after-hours trouble and maintenance requests are resolved in a manner that meets both customer expectations and service level agreements. The incumbent(s) will manage trouble efforts and scheduled maintenance activities on Glo Fiber’s network. NOC Technicians will also be assigned various job functions related to the coordination of recommended core copper and fiber network upgrades, including the deployment of hardware and software solutions in support of customer needs, network reliability, and network growth. Some sales engineering functions relating to new service order design, ordering, and submissions is also a responsibility of the position. The duties outlined are in support of Glo Fiber's plant IP, digital video, internet, business service VPNs, VoIP, optical, and copper-based telephony networks.

About Shentel:

Shenandoah Telecommunications Company (Shentel) provides broadband services through its high speed, state-of-the-art fiber-optic and cable networks to customers in seven contiguous states in the eastern United States. Shentel's services include: broadband internet, video, and voice, high-speed Ethernet, dark fiber leasing, and managed network services. The Company owns an extensive regional network with approximately 15,400 route miles of fiber.

When you join our team, you’re not just receiving competitive pay, great benefits, and generous vacation time, you’re tapping into our forward-looking commitment to technology and our decades-long tradition of excellence.

At Shentel we practice servant leadership because our customers matter to us. Each person we interact with is treated as a true partner, and our customers experience our care regularly.

What we offer:

• Up to Four (4) weeks of paid vacation
• Ten (10) Paid Holidays
• Potential for annual bonuses
• 401k company match plus additional company contribution
• Medical, Dental and Vision (HRA and HSA options w/ Company provided contributions)
• Life Insurance - up to 3.5x base salary, plus additional options to add family
• Annual Wellness Incentives - Earn up to $850 per year
• Fitness Center Reimbursement
• Short- & Long-Term Disability
• Opportunities for career growth

Essential Job Functions:

• Manages after-hours trouble management functions to ensure timely restoration of affected customer services within the guidelines of established customer service level agreements (SLAs). Must use independent discretion to decide the appropriate resources to engage to ensure repairs are made and quality is restored. For example, may need to independently decide whether or not the specific situation requires engaging Glo Fiber responders or emergency response contractors. Responsible for all coordination and documentation of trouble, maintenance and service restoration efforts for after-hours events.
• Monitors Glo Fiber's network and performs necessary research to ensure that Glo Fiber’s network has current or proper hardware and software versions deployed. Also makes upgrade recommendations according to findings.
• Generates BOMs for service orders and writes work orders for equipment installation.
• Prepares planned maintenance method of procedure (MOP) documentation, helps coordinate planned maintenance work, and remotely oversees after-hours planned maintenance events and close-outs to ensure quality control.
• Performs some Sales Engineering duties including preparing and submitting new service order change control design documents.
• Maintains digital mapping database records used by Glo Fiber.
• Maintains, update, and manage circuit data.
• Other duties as assigned.

Qualifications:

• Associate degree or 1 years of comparable telecommunications industry experience required.
• Experience and skill in managing or coordinating team efforts in high pressure situations.
• Ability to make quick, independent decisions in high pressure situations.
• Customer service experience and ability to handle customer demands in critical circumstances while maintaining positive customer relations.
• Strong organizational and communication skills. Must provide high level of detail with regards to coordination and record keeping of maintenance and trouble efforts.
• Knowledge or general awareness of optical engineering, optical products and technologies, and I.P. networking products and technologies concepts.
• General knowledge or awareness of cable and network operations and procedures.
• Skill in reading and interpreting documents such as industry standards, manufacturer specification and policy manuals, blueprints and geographic maps
• General understanding of telephone and broadband services concepts, switching network equipment (e.g. DSLAMs, network routers, ATM and Ethernet switches, residential gateways, ether sets and modems).
• General understanding of splicing and troubleshooting of various types of distribution cable concepts.
• Skill in operating a personal computer, MS Office, Visio, AutoCAD, various software packages and office equipment including, calculator, copier and facsimile machine.
• Skill in reading and interpreting documents such as standards, manufacturer specification and policy manuals, blueprints and geographic maps.
• Skill in independent problem solving.
• Ability to communicate with employees and various business contacts in a courteous and professional manner.
• Ability to pay close attention to detail.
• Ability to effectively prioritize multiple projects without direction.

Physical Requirements:

Medium work: Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. If someone can do medium work, we determine that he or she can also do sedentary and light work.

Note: The statements herein are intended to describe the general nature and level or work being performed by employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Equal Opportunity Employer

Shentel is an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, mental or physical disabilities, military or veteran status or any other legally protected status. Equal access to programs, services, and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify Human Resources.

Shentel Participate in E-Verify

Shentel provides the federal government with your form I-9 information to confirm that you are authorized to work in the U.S.

Learn more about us by checking us out at the following:

Our Website: https://www.glofiber.com/en/about

Facebook: https://facebook.com/glofiber

LinkedIn: https://linkedin.com/company/glo-fiber