What are the responsibilities and job description for the Operations Technician II position at The Ash Group?
Operations Technician II supports broadband network operations, monitoring and resolving network incidents. Works remotely in a 24x7 environment, ensuring rapid response to alarms and maintaining documentation. Provides Tier I support and collaborates with field and repair teams to keep network services reliable.
Key Responsibilities
Key Responsibilities
- Monitor and respond to broadband and DSL equipment alarms.
- Create and manage trouble tickets, ensuring timely resolution.
- Analyze, diagnose, isolate, and resolve network incidents.
- Correlate multiple trouble reports and track progress.
- Document network failures and maintenance activities.
- Provide Tier I support for supported platforms.
- Communicate with internal customers and repair teams.
- Initiate internal or external escalations as needed.
- Follow methods of procedure and proactive corrective actions.
- Work any shift, including evenings, nights, weekends, and holidays.
- Collaborate with field operations for equipment restoration.
- Maintain excellent acknowledgement and response time to alarms and customer calls.
- Knowledge and experience in broadband/DSLAM network architecture and configurations.
- Basic understanding of Ethernet router, switch, and ATM network equipment.
- Familiarity with Element Management Systems (EMS) and Operational Support Systems (OSS).
- Experience with network inventory, alarming, provisioning, and support systems.
- Proficiency in interpersonal communication at all organizational levels.
- Strong oral, written, and presentation skills.
- Proficiency in Microsoft Office suite.
- Ability to work independently in a NOC environment with minimal supervision.
- Experience with Calix or ADTRAN monitoring access equipment.
- Familiarity with ServiceNow.
- Industry certifications in business management or technical areas.
- Awards for operational or customer service excellence.
- Experience as a technical support analyst or specialist.
- Experience working in a Network Operations Center.