Specialist, Network Operations Support at Rise Broadband in Alvarado, Texas

Job Description:

General Summary

The Network Operations Subscriber Specialist (NOSS) performs a variety of Call Center, Network Operations, and escalated Technical support duties. This position is accountable for taking the necessary steps to ensure that customers service issues are discovered, documented, and resolved. This includes but not limited to diagnosing, troubleshooting, and properly documenting Network Outages/degradations, Internet connections, Email, Voice over Internet Protocol (VoIP) and Web Hosting services for customers.

Essential Duties/Responsibilities

• Provide technical support for VoIP, Internet, Web Hosting services, Email, Ethernet connections, Digital Subscriber Line (DSL) and Dial-Up; resolve end user home network issues and work with routers


• Handle front line calls from a segment of customers for new/short term projects to help establish support processes and/or short term feedback loops


• Assure configuration and security settings on managed devices


• Manage and monitor network equipment from the Backhaul and Access Point to the Customer Premises Equipment


• Diagnose Network issues; document and escalate issues proficiently


• Access network equipment remotely to identify and resolve issues


• Create and update network and customer tickets proficiently as required while interfacing with the appropriate department to ensure timely and accurate resolution and that timeframes are provided to the customers


• Utilize all provided utilities, tools and applications; ensure a high level of service availability


• Use proper judgment to set up onsite service calls as needed


• Handle escalations, provide coworker coaching


• Respond to customers escalated technical support tickets


• Provide analysis and trending on trouble calls to the field division's technical groups


• Update and maintain account details with accurate data


• Communicate and liaise with all other Company departments regarding operations issues


• Maintain and comply with standard Company technical and administrative procedures


• Adhere to all policies and procedures

Other Duties and Responsibilities

• Additional responsibilities and duties as assigned

Supervisory Responsibilities

• No direct reports

Job Requirements

• familiarity with PC, networking and electronics systems


• Basic experience with Network Management System (NMS) and monitoring applications


• Basic understanding of IP address schemes, network fundamentals, network hardware and Wi-Fi networks, Email concepts and configuration


• Ability to define problems, collect data, establish facts and draw valid conclusions; prioritize work flow, multitask, meet deadlines and remain flexible


• Network problem isolation and resolution skills


• Excellent communications skills (verbal and written).


• Ability to successfully interface with a wide range of personnel within the organization


• Must be able to demonstrate attention to accuracy on all duties and responsibilities


• Self-starter who can find and resolve issues as they are identified.


• Must be comfortable working in a high stress, fast paced environment with shifting priorities.


• Customer service oriented with passion for high customer satisfaction and achieving operational excellence; ability to interact with all levels of staff, including senior management


• Keyboard and/or typing skills 30 wpm minimum

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.


• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.