Network Support Technician I, II or III

Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Position Overview:

Astound Broadband is currently searching for a Network Support (CNOC) Technician I for our Applications, Systems and Network Operations Department. The Commercial Network Operations Center is responsible for monitoring and response of service related issues impacting customers in order to expedite repair and minimize negative customer experience. The Operations department is a 24/7 service provider for the organization.

The CNOC Technician I provides 24/7 trouble isolation and remote restoration for Commercial customers services as they connect to the Astound Broadband Powered by Wave network. These include, but are not limited to detection, ticketing and triaging of switch, network, transport, or systems faults across multiple technologies on the Voice, Video and Data and Power Plant network. The CNOC Technician I utilizes all available OSS platforms and tools to perform isolate, repair or restore faults for Enterprise Customer networks. Additionally, the CNOC Surveillance Technician I will maintain strong situational awareness of changes being performed throughout the core network through a solid change management process. This position reports directly to the CNOC Manager/Supervisor and has no supervisory responsibilities. This position has a potential for a Hybrid work environment.

The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. The company reserves the right to modify or change the duties or essential functions of this job at any time.

The primary position responsibilities will include, but are not limited to:

• Triage commercial services and equipment for outages and performance issues
• Isolate and identify cause of faults for customer network related issues
• Remote restore/reroute competencies
• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
• Properly assess impact to core network/services and resulting impact to Customers and escalate appropriately
• Interface directly with Internal and External Enterprise Engineers/Technicians
• Event Escalation
• Reporting
• Support of hosted voice services

The ideal person for the role will:

• Ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with team leads or management staff
• Maintain a good working image to Customers and the community with regard to personal presentation, communication, and caliber of work effort
• Punctual, regular, and consistent attendance
• Availability to work any shift in a 24/7/365 environment
• Work in a strong team environment

Our ideal candidate will possess:

• Telecom or MSO Network Operations Center experience preferred, along with 3 or more years technical experience in a telecommunications, network, cable, or related industry.
• Strong verbal, written, and interpersonal communication skills
• Sound ability to analyze issues
• Proven experience and detailed knowledge in supporting Network protocols and networking technologies, HFC plant and system delivery, and VoIP platforms
• RF Network troubleshooting
• Network protocols
• Basic Linux Commands
• LANs and Wans
• OSI model
• Subnetting and routing
• Cisco iOS software
• Power Plant Comprehension - Generator, UPS, Battery, Commercial, ATS
• Hardware configuration
• Remote-Restore & Alternate routing Understanding & Execution
• Monitoring, Issue Management, Communication
• Use of NOC tools for issue identification and escalation
• Critical Thinking Skills
• Microsoft Office

Is this the career opportunity you've been searching for? Yes? Then let us know about you - apply now!

Qualifications

Education

Preferred:

• Telecom and/or MSO experience is a plus.
• Equivalent experience or equivalent/related vendor certification preferred

Travel:

• 0%

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

*Benefits listed above are for regular full-time positions

Base Salary: The base salary range in Washington & California, New York for this position is $21.00 - $24.60/hr, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Washington & California and may not be applicable to other locations.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf