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Technician II

2 months ago

Charlotte, United States Conterra Ultra Broadband Full time
Job DescriptionJob Description

JOB TITLE:

NOC Technician II

About Conterra

Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network.

We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider.

Fiber driven. People powered.

Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart.

As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.

JOB PURPOSE:

The Technician II will be responsible for monitoring and supporting the overall infrastructure of Conterra’s network and assisting with 3rd party partners to resolve any network issues. The responsibilities are to include customer service, problem solving, troubleshooting, documenting, escalating, and reporting. He/She will troubleshoot and track status with Conterra’s incident management system to properly document the events as they occur. They will report incidents to management or other internal departments by following the SOP (Standard Operating Procedure) for escalations as required.

REQUIRED QUALIFICATIONS/REPONSIBLITIES:

  • Must have demonstrated competency in all lower levels of job responsibility.
    • Must demonstrate solid troubleshooting skills.
    • Troubleshoot network (Data & Voice) incidents in a timely fashion.
    • Prioritize network issues by severity levels and escalate to appropriate levels, as necessary.
    • Resolve customer incidents via multiple communication outlets.
    • Must have good customer service and organizational skills.
    • Maintain status updates to internal and external customers until incidents are resolved.
    • Provide accurate documentation for each incident.
    • Perform various steps to verify levels and coordinate with Field Operations
    • Must have clear verbal and written communication skills.
    • Ability to learn and retain information in a fast-paced environment.
    • Ability to multi-task efficiently and work independently and as a team while maintaining quality service.
    • Respond to customer requests and provide timely communication as defined by our department’s policies.
    • Experience using MS Office Suite, SharePoint.
    • Knowledge of Telnet, SSH, RDP, and WEBHTTPS required to access devices and utilize web and cli interfaces.
    • Must maintain and/or exceed company QA scores.
    • Possess the ability to take on new, demanding challenges.
    • Demonstrate the ability to assume new levels of responsibility and deal with them effectively.
    • Perform on call support as needed.
    • Assist in training as needed.

  • Collaborate with NOC Technician I for troubleshooting guidance and/or escalation.
  • Basic knowledge and troubleshooting skills for network related devices such as xDSL modems, network interface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, voice (VoIP, SIP, PRI, hosted voice, and analog voice services) will be required daily.
  • Ability to accurately identify circuit types and solution of how they are delivered. (ie: internet, transport, managed and voice services)
  • Ability to manage assigned tasks with supervision.
  • Ability to monitor and understand alarms via NMS system and create tickets in incident management system in a 24/7 environment.
  • Assist NOC Change Management team as required to determine customers impacted and effect during network maintenance and grooming.
  • Perform any other duties assigned by NOC supervisor or manager.

EDUCATION/CERTIFICATIONS:
  • Education: High School Diploma or equivalent required. 2- or 4-year technical degree and/or equivalent training preferred. Network+ certification preferred but not required.
  • Experience: Minimum of 1-2 years of working in a Tier 1 network operations support role. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.

What we offer

  • Core values that embody teamwork, integrity, and excellence
  • A super talented team who values hard work, success, and fun :)
  • Work/ Life Balance
  • Premium health benefits (medical, dental, vision, flex spending, etc.)
  • Flexible and generous Vacation and Wellness/Sick hours + 9 paid holidays
  • 401K program

Diversity & Inclusion

Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.