Operations Technician II

As an Operations Technician in the Broadband NOC, you will be responsible for monitoring and maintaining the Broadband network. This role involves evaluating, opening/closing trouble tickets, and working on the repair of network equipment/facilities with field operations, tech support, and other work groups. You should be familiar with equipment-specific maintenance procedures and can assist field ops in card swaps and equipment restoration. Knowledge of Broadband / DSLAM network topology is required, and some basic knowledge of Ethernet router / switch equipment is a plus. You should be able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively. A basic understanding of telecom, network topology, and repair procedures is essential. You will work with minimal supervision in a NOC environment, sometimes for extended hours, and must be available to work all hours in a 24x7 environment. Effective communication with peers, other centers, off-net providers, and customers is crucial.

Duties and Responsibilities
Maintain excellent acknowledgement and response time to alarms and customer calls.
Provide quality documentation of network failures and maintenance activity.
Establish factual data to allow management and vendors to understand the problem and prevent recurrence.
Analyze, diagnose, sectionalize, isolate, and resolve trouble situations.
Manage and correlate multiple trouble reports.
Communicate with internal customers and others in a repair situation.
Provide Tier I support in platforms supported.
Interact with all Tier repair teams. Initiate internal/external escalations, as necessary.
Provide follow-up and closure of assigned trouble tickets.
Work in a 24x7 environment and may need to work evenings, nights, weekends, and holidays.
Required Skills (Top 3 Must-Haves)

Strong network operations background.
Hands-on experience with internet, copper, and fiber networks.
Strong work ethic and reliability.
Preferred Skills (Nice-to-Have)

Experience with alarming/access equipment.
Familiarity with network devices such as Calix and ADTRAN (preferred).
Tools / Software

Experience with ServiceNow.
Qualifications

Degree/Certifications: Not required.
Years of Experience: Open / flexible.
Soft Skills

Strong computer proficiency.
Proficiency with Microsoft Office Suite.
Good communication skills, especially for technician-level interactions.
Industry Preference

Candidates with backgrounds in Telecom or Internet Services are preferred.
Interview Process

Round 1: 30-minute interview.
Additional Information

Work Setup: Work-from-home position.
Equipment: Laptop will be provided by the client.
Travel Requirement: None.