What are the responsibilities and job description for the Network Operations Center Technician I - Mission, KS position at Mercury Broadband?
Job Description
Job Description
Organization : Mercury Broadband is a leading provider of high-speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing the need for Broadband Internet access in rural America. A hybrid approach to serving these "last-mile" customers was developed by extending high-capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today Mercury Broadband’s rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest.
Position Summary : The Network Operations Center (NOC) Technician at Mercury Broadband will oversee complex network systems and is responsible for monitoring, troubleshooting, and resolving network alarms and performance deviations for subscriber networks. The network consists of multiple technologies, including FTT-X, WiMAX, and LTE wireless equipment in multiple frequency bands. The network requires 24 / 7 / 365 support; candidates should be ready to support flexible hours and schedules to ensure all shifts are covered.
Location : Mission, KS
Position Type : Full-time, Hourly
Compensation : $19.00 to $32.50
Benefits : Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training
Key Responsibilities :
- Provide Level 2 support for Customer issues, including basic to advanced troubleshooting, trouble isolation, and testing
- Take handoff of customer calls from Support
- Database entry and updates
- Assist Field Services with CPE installation and provisioning of fixed wireless access or fiber services
- Drive test troubleshooting
- Support the installation and configuration of CPE devices for both the FWA and Fiber networks
- Support the installation and configuration of network equipment to include, eNodeBs and backhauls
- Monitor the network for operating issues involving failures, degradation, and event correlation
- Identify and prioritize repair issues in accordance with established procedures.
- Take corrective action to ensure connectivity and minimize downtime while engaging other teams as needed.
- Coordinate timely dispatch and escalate open issues with other technicians, departments, and vendors
- Use a combination of various tools to correlate multiple faults into singular network impairments.
- Perform remote resolution to faults through various element management systems
- Creation and routing of network tickets to appropriate designated fix agents, including field technician dispatch, departments, and vendors
- Document issues and resolutions using the Company's ticketing system, recording data for future reference throughout the ticket life cycle
- Able to work flexible hours and be part of an on-call rotation for off-hour and weekend support.
- Support the change management process for implementing improvements throughout the network, documentation, implementation, and oversight
- Support the Return Merchandise Authorization process with vendors
- Provide support during network incidents executive notifications, customer notifications, support tower services with restoration efforts, and ticket documentation
- Other duties as required by management
Skills and Requirements :
Education Requirements :
Physical Requirements :
Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request accommodation.
Salary : $19 - $33
