Telecommunications Network Support Specialist

6 days ago


Albany, New York, United States FirstLight Full time

At FirstLight, we are seeking a highly skilled Telecommunications Network Support Specialist to join our team. As a key member of our Network Operations Center (NOC), you will play a vital role in providing technical support to our Enterprise, Carrier, and Residential customers.

Job Description

We are looking for an individual with excellent communication skills, strong problem-solving abilities, and a fundamental understanding of Ethernet and IP protocols. The ideal candidate will have experience working in a 24x7 NOC environment and be familiar with network edge, transport, and access technologies.

Key Responsibilities:

  • Investigate and resolve service-affecting issues across multiple service platforms, including DSL, T1, Carrier Ethernet, and Internet services.
  • Participate in a technical call queue, documenting information on all incoming calls in a ticketing system to track issue counts and response and resolution time.
  • Trouble ticket handling, including creating, resolving, escalating, and directing tickets to resolution.
  • Triage troubleshooting & circuit isolation with reported service affected issues.
  • Responsible for test calls within triage troubleshooting to isolate reported issue to single user issue or call path or widespread issue affecting larger scope of service.
  • Troubleshooting Firstlight provided onsite CPE to confirm power, link, port shaping, configuration, events logs, etc.

Requirements:

  • Bachelor's Degree in a technical field with 2-3 years relevant telecommunications experience or associate degree in a technical field with network-related coursework.
  • 1-5 years of relevant telecommunications/technical customer engagement experience.
  • Associate level technical certifications are a plus.
  • CCNA or similar level industry certification preferred but not required.

Why Work at FirstLight?

  • Cutting-edge technology: Be part of a dynamic organization at the forefront of fiber-optic technology and telecommunications solutions.
  • Network expansion: Contribute to our ongoing growth and expansion, connecting more locations and delivering innovative services.
  • Diverse clientele: Work with a broad range of clients, including national providers, leading enterprises, and institutions across various industries.
  • Inclusive workplace: Join a diverse and inclusive workplace where your skills and talents are valued.

Estimated Salary Range: $65,000 - $90,000 per year, depending on experience and qualifications.



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