Fiber Control Room Associate

OEC Fiber, located in Norman, OK, is taking high-speed fiber services where no one else will. Powered by Oklahoma Electric Cooperative, OEC Fiber brings the power of high-speed fiber services right to the front door of homes and business. We are proud to provide affordable and reliable high-speed fiber services coupled with some of the most exceptional customer service in the area. We offer competitive pay, an excellent benefits package including medical, vision, and dental insurance, retirement options, as well as paid vacation and sick leave.

We are currently accepting applications for Fiber Control Room Associate in our Fiber & Broadband department. This is a full-time, in-office position located at OEC headquarters in Norman, OK. The Fiber Control Room is staffed and operational 24 hours a day, 7 days a week. This position will typically work the 7 pm - 7 am shift every Wednesday and Thursday, every other weekend (Friday, Saturday, and Sunday), and will cover other shifts as needed, including nights, weekends, and holidays. 

The Fiber Control Room Associate is responsible for monitoring the OEC Fiber network and TV systems and dispatching outages and other maintenance requests. They utilize various methods of communication (phone, radio, computer scheduling program) to provide excellent service through efficient troubleshooting and problem resolution. This position also manages the OEC Fiber OKIE811 locate system and maintains other files and documents as needed.

Responsibilities include:

• Monitors the network and systems related to services offered by OEC Fiber, including but not limited to: basic troubleshooting, some equipment issues, installation and configuration support, user account resets.
  • Collects information and analyzes the problem.
  • Documents troubleshooting process and the resolution of problem.
  • Uses appropriate judgement in determining when to escalate requests to next support level. 
• Dispatches OEC Fiber personnel and contractors to appropriate locations, according to outage, job report, or work order specifications, using telephone, radio, or computer scheduling program.
  • Responds to all work requests in a timely manner. 
• Converses with members, subscribers, Cooperative personnel, and the public to address questions, problems, scheduling matters, and requests for maintenance.
  • Practices and promotes respect towards members and subscribers.
  • Creates service order, outage, or other record as appropriate.
  • Addresses notes/follow ups from Cooperative personnel upon the completion of service orders and outages. 
• Communicates large outage events to the appropriate personnel. 
• Coordinates with subscribers to schedule installations, maintenance, and outages.
• Manages OEC Fiber OKIE811 One Call ticket requests.
  •  Creates, submits, and reviews tickets to ensure accurate information regarding location work site and type of work to be done.
  • Converses with locators to address questions or problems with tickets.
  • Verifies OKIE811 One Calls are valid at the time of digging. 
• Monitors OEC Fiber OKIE811 One Call ticket response system.
  • Reads and interprets tickets for potential involvement with OEC Fiber facilities.
  • Dispatches tickets as appropriate.
  • Provides follow-up information to involved parties as needed. 
• Monitors systems and equipment operations and service reliability, including connectivity to OEC SCADA devices.
  • Notifies Cooperative personnel as needed and addresses issues quickly. 
• Continually maintain working knowledge of all OEC Fiber products, services, and capability of systems.

Ideal candidates meet the following qualifications:

• High school diploma or equivalent and 2 years' experience OR Associate's degree
  • Experience should be of a progressively increasing responsibility in customer service or related area.
    
• Working knowledge of Microsoft Office applications
• Working computer knowledge
• Skill in: monitoring/assessing performance of systems; identifying complex problems and reviewing related info to evaluate options and implement solutions; determining how a system should work and how changes in conditions/operations will affect outcomes; time management
• Ability to: shift back and forth between multiple activities
• Qualities of: being reliable, responsible, dependable, and fulfilling obligations; being careful, detailed,, and thorough in completing work tasks; guiding oneself with little supervision; dealing calmly and effectively in stressful situations; being open to change and variety in the workplace; being pleasant with others and displaying a good-natured, cooperative attitude