Advanced Support Technician - Mason, United States - Omni Fiber LLC

Description

Advanced Support TechnicianAbout the position:
The Advanced Support Technician is responsible for troubleshooting and repair of the Omni Fiber Network and its customer-serving equipment.

The Advanced Support Technician is a 2nd-level technician that handles customer technical support escalations, monitors and repairs trouble the Omni Fiber Network of all severity levels and implements technical changes according to Engineering designs.

This is a hybrid, full-time position based out of Mason, OH.


What you will do:
7

5%:
Investigate trouble reports and handle support escalations. Discuss, diagnose, and repair technical issues with customers' broadband fiber service and equipment.

1

5%:
Monitor the functionality of the network, proactively discover trouble, handle internal and customer notifications for incidents, repair and accurately document repair timeline and actions taken


5%:
Implement technical changes in the service provider network


5%:
Other technical work as directed

Qualifications:
2+ years of technical support call center experienceFiber/PON broadband network experienceMust be flexible to work the B shift (1 PM - 10 PM EST)

Must be flexible to work weekends. Knowledge and troubleshooting of routing and switching technologies in common use in service-provider networks.
BGP, IPv6, MPLS and VPNs, NAT/CG-NAT, BGP, OSPF-TE, Service Provider Switching (QinQ, L2VPN/EVC), Tunnel protocols (L2TP/IPSec/GRE), H-QoS for Triple-PlayJuniper and Cisco routers and switchesCiena commercial ethernet switches and NIDsFiber OLT/ONT/ONU platformsFamiliarity with Commercial Ethernet, EIA/DIA circuits, and common transport technologiesKnowledge of common Network Operations Center incident management processes, including ticketing, incident handling, customer notifications, root cause analysis / post-mortem documentation, and change management proceduresStrong customer service skillsBroadband customer troubleshooting and technical supportAble to carry up to 70 lbs and climb a ladderDesired Skills:
Any technical certifications are preferred but not required.

Familiarity with internet caching technologies and CDNsFamiliarity with common service provider level security threats and mitigation methodsKnowledge of Windows / Linux system administration and common administration tasksA working knowledge of programming or scripting languagesOmni Fiber provides a variety of perks and benefits:
Time offCompany Paid Holidays (8 days)

Floating Holidays (3 days)Paid Time Off (15 days)Benefits401(k) with Employer Matching Contribution up to 4%Medical, Dental, and VisionLife InsuranceHSA enrollment option with Employer ContributionMonthly internet and cell phone allowancesPaid company trainingQuestions about this opening? Contact us at Omni Fiber provides equal employment opportunities to all qualified applicants and employees, and administers all aspects and conditions of employment, without regard to the following:

Race, Color, Age, Sex, Sexual orientation, Gender, Gender identity, Religion, National origin, Pregnancy, Physical or mental disability, Military or veteran status, or Genetic information.

Equal employment opportunity applies to, but is not limited to, employment status, training, promotion, demotion, transfer, leaves of absence, and termination.