Omni Fiber LLC is Hiring an Advanced Support Technician Near Fremont, OH
Advanced Support Technician About the position: The Advanced Support Technician is responsible for troubleshooting and repair of the Omni Fiber Network and its customer-serving equipment. The Advanced Support Technician is a 2nd-level technician that handles customer technical support escalations, monitors and repairs trouble the Omni Fiber Network of all severity levels and implements technical changes according to Engineering designs. This is a hybrid, full-time position based out of Port Clinton, OH. What you will do:
75%: Investigate trouble reports and handle support escalations. Discuss, diagnose, and repair technical issues with customers' broadband fiber service and equipment.
15%: Monitor the functionality of the network, proactively discover trouble, handle internal and customer notifications for incidents, repair and accurately document repair timeline and actions taken.
5%: Implement technical changes in the service provider network.
5%: Other technical work as directed.
Qualifications:
2 years of technical support call center experience
Fiber/PON broadband network experience
Must be flexible to work the B shift (1 PM - 10 PM EST)
Must be flexible to work weekends.
Knowledge and troubleshooting of routing and switching technologies in common use in service-provider networks.
BGP, IPv6, MPLS and VPNs, NAT/CG-NAT, BGP, OSPF-TE, Service Provider Switching (QinQ, L2VPN/EVC), Tunnel protocols (L2TP/IPSec/GRE), H-QoS for Triple-Play
Juniper and Cisco routers and switches
Ciena commercial ethernet switches and NIDs
Fiber OLT/ONT/ONU platforms
Familiarity with Commercial Ethernet, EIA/DIA circuits, and common transport technologies
Knowledge of common Network Operations Center incident management processes, including ticketing, incident handling, customer notifications, root cause analysis / post-mortem documentation, and change management procedures
Strong customer service skills
Broadband customer troubleshooting and technical support
Must be able lift up to 70 lbs and climb a ladder.
Desired Skills:
Any technical certifications are preferred but not required.
Familiarity with internet caching technologies and CDNs
Familiarity with common service provider level security threats and mitigation methods
Knowledge of Windows / Linux system administration and common administration tasks
A working knowledge of programming or scripting languages
Questions about this opening? Contact us at Omni Fiber provides equal employment opportunities to all qualified applicants and employees, and administers all aspects and conditions of employment, without regard to the following: Race, Color, Age, Sex, Sexual orientation, Gender, Gender identity, Religion, National origin, Pregnancy, Physical or mental disability, Military or veteran status, or Genetic information. Equal employment opportunity applies to, but is not limited to, employment status, training, promotion, demotion, transfer, leaves of absence, and termination.