Technical Support Specialist Bristol, VASTARTING PAY = $15 / hour
Summary:

Position is responsible for network support calls and monitoring the Company’s network. Ensure reliable customer services and help to maintain department readiness for response to outages. Monitor overall system health and respond, troubleshoot and escalate troubles as needed.

Duties & Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Fully comply with all Point Broadband and Network Operations Center department policies and guidelines including but not limited to the Point Broadband Value System and NOC Core Values.
• Receive inbound customer requests via phone ACD and resolve with efficiency, customer satisfaction and adherence to department policies.
• Monitor alarm aggregation systems, operational dashboards, alarm logs, and alarm emails. Respond to any alarms presented, troubleshoot and gather information. Escalate issues as necessary.
• Monitor systems for compliance with backup and Disaster Recovery policies.
• Gather and curate relevant information from other departments with the goal of streamlining outage resolution.
• Perform regular system maintenance to network elements and systems at the direction of leadership and Network Engineering.
• Maintain detailed records of network health and operations.
• Assist in the creation and maintenance of department documentation and SOPs.
• Assist in coordination of network upgrades and maintenance.
• Analyze all new network systems and equipment for operational impact.
• Provision ONT for activation of voice, video and data services to residential and commercial customers as a backup to Provisioning.
• Assist field technicians with on-premise setup and troubleshooting
• Complete service disconnections and reconnections as a backup to Provisioning.
• Research and correct outside-plant and network documentation as needed and directed.
• Provide backup and after hours dispatching duties as needed.
• Perform server maintenance including system patches and reboots per department policies.
• Maintain a high degree of knowledge of the carrier and enterprise network through continued learning and exploration of skills. Participate in cross-training opportunities on a regular basis and at the direction of leadership.
• Perform other tasks as may be required to assist Point Broadband in carrying out its customer service mission, goals and objectives as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities, which may be needed in situations where the loss of service to Point Broadband customers is threatened or restoration of service is required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High School diploma or equivalent required. Associates Degree in related field preferred. Minimum of 5 years of service-provider experience in either telecommunications, video or broadband is required. Experience with fiber-to-the-premise and fixed-wireless networks is a plus. Experience with enterprise networks including systems administration and networking is a plus. Employee should be able to perform in high stress environment.

Computer Skills:

MS Office software, business or general ledger software, Internet, e-mail, and database software as required.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• regularly required to talk and hear
• required to use hands to type, handle objects and paperwork
• required to reach and hold on to items at chest level or reach above the shoulder
• required to use close vision and be able to focus

The employee generally works in an indoor office environment; overtime may be required and attendance at evening or weekend company functions and events and/or public relations functions and events is expected. Travel to other locations may be required.

* Shift days and hours may be subject to change. Periods of over-time hours and or day and weekend work may be required.

Benefits:

• Medical, Dental and Vision
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k)
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*

Point Broadband is an equal opportunity employer. For further information, please visit "EEO is the Law" Poster | U.S. Equal Employment Opportunity Commission (eeoc.gov)