Network Operations Center Technician

Located in the heart of Michigans Upper Peninsula, Munising, MI, locally-owned and operated Hiawatha Communications Incorporated is seeking the ideal candidate to join its Network Operations Center Technician team.   

The Company

Hiawatha Communications Inc. (HCI) has been in operation for over 125 years and still growing. What started as a telephone utility service now provides advanced telecommunication and broadband services that connect rural communities across Michigans Upper Peninsula through their robust fiber-optic network. The HCI Family of dedicated staff fulfills the companys mission with a standard emphasis on quality service and premium customer care.   

Description

The Network Operations Center (NOC) Technician provides communication, information, and solutions to customers, vendors, network partners, and internal team-members companywide. As the first point of contact for the Network Operations Center Team the goal is to provide an efficient and effective response to problems and concerns by providing concise answers, escalations to the proper individual or resource, straightforward resolutions, and accurate results.  This individual must be able to log and track calls using incident management software, maintain historical records and related problem documentation, as well as perform triage on all incoming requests to ensure that tickets are routed to the appropriate group for resolution. Daily activities will be driven primarily by recurring system health checks, responding to automated system alerts, troubleshooting customer and network issues, and handling incoming calls and emails.

Job Duties Overview

Responsibilities are varied and include installation, maintenance, testing, and operation of network and telecommunications equipment. To include; routers, switches, network transport, broadband services, voice services, special circuits, digital switching, and IP networks.  

Additional duties include assisting Field Technicians with variety of set-up, maintenance, and equipment performance operations, therefore must possess strong interpersonal communication skills both verbal, and written as well as provide exclusive customer care and service. Must be willing and able to travel periodically and work various hours, including on-call rotation, which may include any shift in a 24/7/365 environment.

 Skills/Knowledge

– Isolate and identify cause of faults for customers reported issues
– Remote restore/reroute competencies
– Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
– Properly assess impact to services troubleshoot to repair or escalate appropriately
– Interface directly with Internal and External Enterprise Engineers/Technicians
– Event Escalation
– Reporting
– Exceptional written and oral communication skills: Must be able to document issues with a high level of accuracy and attention to detail.
– Ability to multitask in a fast paced and demanding environment.
– Basic understanding of TCP/IP, sub-netting and the OSI network model

Education

An A.S. or B.S. in a technical or related field of study is preferred but not required; High School Diploma or Equivalent is required.

Additional:  Education, Experience, Certifications and/or a Combination Thereof:

– Excellent customer service skills.
– Telecom or Multiple Systems Operators (MSO) Network Operations Center experience preferred.
– Cisco Certified Network Associate (CCNA) or equivalent certification strongly preferred.

If an interested applicant do