What are the responsibilities and job description for the Network Support Technician-VTXC position at Valley Telephone?
SUMMARY
The technician monitors the core network along with other commercial circuits 24/7, process trouble tickets/orders, and assists field technicians over the phone.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Monitor 24/7 commercial circuits and core/wireless networks internally.
- Assist field technicians out on location with new installations, upgrades, or troubleshooting.
- Serve as a Tier 2 for Technical Support (Tier 1) in advanced troubleshooting for Wireless, FTTH, and Hosted phones.
- Create/update/review any new or existing trouble tickets pertaining to trouble, access control, or outages for core network issues and/or central office locations.
- Maintain logs of weekly or monthly maintenances and testing.
- Review Cisco and Nokia information, stats and troubleshooting tools within.
- Serve as primary liaison between 3rd Party vendors associated to VTX1 and keep them informed of expectations, processes and procedures, support information and company information as needed.
- Acts as a liaison between internal departments to escalate, prioritize and resolve problems in a timely manner.
- Maintain compliance with all relevant OSHA, safety or departmental specific standards as directed by supervisor.
- Other duties may be assigned.
EDUCATION and/or EXPERIENCE
Technical background: Network Operations Center or Technical Support in a call center environment is desired. An ideal candidate is knowledgeable in Microsoft’s Windows operating systems and basic networking. High school diploma or GED required. Associate’s degree or technical certification is a plus
Must have a valid Driver’s License and insurable record.
Must pass pre-employment screen, physical and background checks.
OTHER SKILLS AND ABILITIES
- Must be self-starter.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Must be to work with little or no supervisory assistance.
- Ability to work in a team environment.
- Proficient keyboarding is highly desired (40 WPM.)
- Candidates must be able to work a monthly rotating shift covering 24/7, including holidays.
- Bilingual (English/Spanish) is preferred to provide quality service to customers.