Network Technician II

As a Network Technician II, you play a key role in accelerating organizational success by leading and serving as a key contributor to day-to-day support functions within a business customer-facing network, provisioning, and IT operations. Support functions include interfacing with customers regarding trouble reports and network events across the company’s core network. You are a key contributor in the installation, provisioning and troubleshooting for all access, transport, business, and residential services.

• You have advanced technical skills in the field of network operations, and as a senior technician, you call upon your advanced knowledge base and best-practices perspective in carrying out your duties.
• You have advanced experience in troubleshooting and bring a logical and analytical approach to solving problems.
• You are a role model who leads by example and knows how to have fun in a professional environment. You embrace change and have the resiliency required to continually improve yourself and the team around you. As part of a values-led organization, not only do you embody and align with our core values, you develop and build teams that do the same, ensuring we have the right people to fuel our growth.
• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being arrogant.

• Partner with Field Operations and Tier 1 & 2 teams to resolve complex or multifaceted service/network issues.
• Serve as backup to the central office technician.
• Work with external entities, peers, and partners (e.g., local exchange carriers, peer networks, other service providers) for troubleshooting and testing purposes.
• Interact with entities within the company’s business structure (e.g., service managers, service delivery, sales engineering, etc.) to foster communication and optimal network operations functioning.
• Support the company by completing other duties as assigned.

• Serve as the primary technical point of contact for high profile accounts such as school districts, hospitals, and government offices.
• Analyze workload, including traffic and utilization trends.
• Provide support across company Telecom IP/Data products, ranging from Internet access to private IP/Data services.
• Isolate and initiate resolution for complex or escalated issues rooted within the company’s network elements or contractual responsibilities as it pertains to delivering services to the customer.
• Assist with or lead project work.

• Interact with customers regarding troubleshooting and maintenance pertaining to advanced/complex customer troubles or network infrastructure issues.
• Promote company products and model excellent customer service…