Operations Technician II

Job Description

Job Title: Operations Technician II

Position Description: Protingent Staffing has an exciting contract Operations Technician II with our client located in Charlotte , NC.

Job Description:

• As an Operations Technician in the Broadband NOC you will be responsible for monitoring and maintaining the Broadband network.
• This role evaluates, opens/closes trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups.
• Knows equipment specific maintenance procedures and can assist field ops in card swaps and equipment restoration.
• Knowledge of Broadband / DSLAM network topology. Some basic knowledge of Ethernet router / switch equipment is a plus.
• Able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively.
• Basic understanding of telecom, network topology and repair procedures.
• Works with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24x7 environment.
• Communicates effectively with peers, our client's other centers, off-net providers and customers.
  
  
  

Job Responsibilities:

• Maintain excellent acknowledgement and response time to alarms and customer calls
• Provide quality documentation of network failures and maintenance activity.
• Establish factual data to allow management and vendors to understand the problem and prevent recurrence.
• Analyze, diagnose, sectionalize, isolate, and resolve trouble situations
• Manage and correlate multiple trouble reports.
• Communicate with internal customers and others in a repair situation.
• Provide Tier I support in platforms supported
• Interact with all Tier repair teams. Initiate internal/external escalations, as necessary.
• Provide follow up and closure of assigned trouble tickets
• Works in 24x7 environment and may need to work evenings, nights and/or weekends and holidays.
  
  
  

Job Qualifications:

• Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurations
• Basic understanding of Ethernet router / switch and ATM network equipment is a plus
• Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems
• Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels
• Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite.
  
  
  

Nice To Have:

• Industry certifications (Business Management or Technical Certification)
• Awards for operational or customer service excellence
• Experience working as a technical support analyst/specialist
• Experience working in a Network Operations Center.
  
  
  

Job Details:

• Job Type: Contract
• Pay Range: $20 - $28 an hour.
• Location: Charlotte, NC (Onsite).
  
  
  

Benefits Package: Protingent offers competitive salaries, insurance plan options (HDHP plan or POS plan), education/certification reimbursement, pre-tax commuter benefits, Paid Time Off (PTO), and an administered 401k plan.

About Protingent: Protingent is an Award-Winning provider of top-tier Engineering and IT talent, trusted by companies at the forefront of innovation — from Software and Aerospace to AI, Clean Tech, Medical Devices, and Connected Technologies. We’re passionate about making a positive impact by connecting exceptional talent with meaningful opportunities and helping our clients build the future.