Fiber Control Room Technician

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 believe one avenue to accomplish this is by hiring individuals who will partner with us in providing outstanding service to our members.

We value our employees and provide competitive pay and excellent benefits, including medical, dental, and vision insurance, paid time off, as well as retirement saving options.

We are currently accepting applications for Fiber Control Room Technician. This is a full-time position located at OEC headquarters in Norman, OK. The Fiber Control Room is operational 24 hours a day, 7 days a week, including holidays. This position will work the 7 pm - 7 am shift every Monday and Tuesday, every other weekend (Friday - Sunday), and occasional holidays.

The Fiber Control Room Technician is responsible for monitoring the OEC Fiber network and TV systems and dispatching outages and other maintenance requests to OEC Fiber personnel and contractors. 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 judgment 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.
• Continually maintain working knowledge of all OEC Fiber products, services, and capability of systems.
• Works closely with subscribers and strives to provide resolution to problems in a prompt, courteous, member-focused manner.
• Provides basic training and assistance for subscribers on features of software, hardware, and operating systems.
• Participates in educational opportunities to stay informed about developments in technology that may aid in the function of the department and the Cooperative.
  • Attends conferences, schools, and industry events.

Ideal candidates meet the following qualifications:

• Associate's degree OR 2 years' experience
  • Experience should be of a progressively increasing responsibility in technical support, help desk, customer service, related area.
  • Education should be in Information Technology or related field
• Working knowledge of internet/WiFi, phone, TV, and related equipment/devices and technologies
• Working computer knowledge and Microsoft Office applications
• Skill in: monitoring/assessing performance of systems; identifying complex problems and reviewing related info to develop and evaluate options/solutions; managing one's time
• Ability to: shift back and forth between two or more activities or sources of info; communicating info verbally and in writing
• Qualities of: team-oriented, shows great attention to detail, willing to take on responsibilities and challenges, works well under stress; analyze information; being open to considerable change in the workplace; guiding oneself with little supervision, and punctual

Please whitelist careers@okcoop.org and noreply@ascentis.com to ensure receipt of emails related to your application.