Technician I

Technician I Conterra Ultra Broadband - 3.3 Charlotte, NC Job Details Full-time 11 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Vision insurance Qualifications Telecommunications network troubleshooting Customer communication Alarm system monitoring procedures Incident report management IT system monitoring Incident management software Providing information to customers Incident Escalation High school diploma or GED Control room operations Alarm monitoring software Incident management operations support Remote access software Resolving technical support tickets Networking equipment (troubleshooting support) SharePoint SSH Productivity software Network incident reporting Escalation handling Full Job Description

JOB TITLE

NOC Technician I About Conterra Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network. We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider. Fiber driven. People powered. Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart. As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.

JOB PURPOSE

The Technician I will be responsible for monitoring and supporting the overall infrastructure of Conterra's network and assisting with 3rd party partners to resolve any network issues. The responsibilities are to include customer service, problem solving, troubleshooting, documenting, escalating, and reporting. He/She will troubleshoot and track status with Conterra's incident management system to properly document the events as they occur. They will report incidents to management or other internal departments by following the SOP (Standard Operating Procedure) for escalations as required.

REQUIRED QUALIFICATIONS/REPONSIBLITIES

: Must demonstrate solid troubleshooting skills. Monitor all power related alarms via NMS system and create tickets in incident management system in a 24/7 environment. Troubleshoot network (Data & Voice) incidents in a timely fashion. Prioritize network issues by severity levels and escalate to appropriate levels, as necessary. Resolve customer incidents via multiple communication outlets. Must have good customer service and organizational skills. Maintain status updates to internal and external customers until incidents are resolved. Provide accurate documentation for each incident. Perform various steps to verify levels and coordinate with Field Operations Must have clear verbal and written communication skills. Ability to learn and retain information in a fast-paced environment. Ability to multi-task efficiently and work independently and as a team while maintaining quality service. Respond to customer requests and provide timely communication as defined by our department's policies. Possess the ability to take on new, demanding challenges. Demonstrate the ability to assume new levels of responsibility and deal with them effectively. Experience using MS Office Suite, SharePoint. Knowledge of Telnet, SSH, RDP, and

WEBHTTPS

required to access devices and utilize web and cli interfaces. Must maintain and/or exceed company QA scores. Perform any other duties assigned by NOC supervisor or manager. Perform on call support as needed.

EDUCATION/CERTIFICATIONS

Education:

High School Diploma or equivalent required. 2- or 4-year technical degree and/or equivalent training preferred.

Experience:

Minimum of 0-1 years of experience working in a Tier 1 network operations support role. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles. What we offer Core values that embody teamwork, integrity, and excellence A super talented team who values hard work, success, and fun :) Work/ Life Balance Premium health benefits (medical, dental, vision, flex spending, etc.) Flexible and generous Vacation and Wellness/Sick hours + 9 paid holidays 401K program Diversity & Inclusion Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.