20220299 Network Operations Center Technician
CLOSING DATE: Open Until Filled
APPLY ONLINE AT LONGMONTCOLORADO.GOV/JOBS
Division: NextLight Operations
Hiring Range: $29.48 - $32.76/hour
Shifts Between 7am-9pm
Monday - Sunday with on call
Regular Full-time with Benefits
Benefits include: Medical, Dental, Vision, Flex Spending, Defined Benefit Pension Plan, 401(a) Money Purchase Plan, Life & Survivor, Term Life & AD&D, Long Term Disability, Bereavement, Jury & Witness Duty, FMLA, Military Leave, Sick, Vacation, Holiday pay, EAP, Tuition Assistance.
Other benefits: Optional, employee elected, voluntary benefits are available.
Provides proactive and reactive Tier 2 customer and network support for NextLight fiber data and voice services. Identifies and responds to alarms related to network events. Monitors and tests network elements routinely to assure network reliability and rapid recovery.
Troubleshoot and resolve problems and outages with a sense of urgency and accuracy during business hours, and after-hours via an on-call rotation Directs fiber and field technicians regarding installations, outages, and repairs . Provides commercial customer support of voice services, hosted PBX, SIP trunks, and data services . Handle escalations from, and provide support for, Tier 1 technical services staff, field technicians and engineers, and Network Operations Manager. Assists with equipment staging for work orders . Manages ONT inventory along with Warehouse and Customer Service . Conducts ONT/OLT equipment and firmware testing for quality assurance, network compatibility, and repurposing Establishes and operates metrics dashboard for tracking, trending and capacity management . Escalates problems to Vendors or Network Engineering as necessary . Manages and monitors carrier connectivity, network performance, device logs, and environmental sensors. Serve as a liaison with outside vendors, local key accounts, and service providers on technical issues relating to networking equipment, servers, transport, and connectivity. Maintain, and keep up-to-date, ticketing, knowledge base, and other internal resource systems
Work is performed primarily in an office environment. Job requires vision, hearing and speaking ability to communicate effectively with the public and co-workers. Job requires constant use of fingers and both hands, data entry approximately 6 hours per day, and answering phones. Must be able to work in a fast-paced environment and work effectively with irate, upset or angry customers. Requires deductive reasoning abilities sufficient to recognize and resolve billing errors. Participation in on-call rotation is required, with a response time of 25 minutes or less.