Network Operations Technician I - ImOn Communications : Job Details

Job Type Full-timeDescriptionImOn Communications has been the LOCAL choice for high-speed Internet, cable TV, and phone in Eastern Iowa since 2007. Since then, we have expanded our network to provide fiber Internet services to more than a dozen communities in Iowa and beyond! As we grow our network, we are looking for a NOC Technician to join our team. At ImOn, you will be part of a workplace that values relationships with colleagues, customers, and our community. Our culture is focused on fostering a fun and rewarding work environment where you'll help our team create connections, one person at a time.The NOC Technician includes physical hands-on with equipment from time to time such as swapping a receiver, clearing snow/ice off satellite dishes, traveling to the head end to reboot critical equipment during an outage as needed. Testing equipment such as IPTV, Cable boxes, Streaming Devices, Modems, ONTs, Phones and any other devices that apply. Communicating with external providers and escalated entities such as ImOn Admins, Calix TAC, Aureon NOC, Windstream, Blue Bird, and all other internal departments within ImOn is critical to ImOn as a whole.Essential duties and responsibilities include but are not limited to:

• Provide real-time support for voice, video, internet, and data services for Business and Strategic Partner customers, serve as the primary interface for customer issues following an open ticket and necessary escalation from Customer Care
• Monitor and resolve department trouble tickets for voice, video, internet, and data services and provide support when required. Escalate to engineers when necessary.
• Work with Service Technicians by determining dispatches and timeframes when on-site customer assistance is required. (Need to understand the dispatching resources and procedures)
• Must be able to understand the purpose and general operation of various customer devices such as firewalls, routers, switches, VoIP ATA's, and SIP phones to the extent they can visualize and assist customers and/or service technicians with troubleshooting over the phone.
• Be proactive in customer communication through email, voice call notification of outages, and approximate timetable of said outage or service occurrence when available.
• Respond to copyright infringement and subpoenas when required.
• Perform regular audits of existing switch, router, and server configurations to ensure security, logging, backup, and alarming is properly configured.
• Demonstrates active listening and effective communication to ensure a mutual understanding of customers' concerns.

RequirementsWe are looking for people with:

• High School Diploma or equivalent
• At least 1 year of technical troubleshooting experience or similar.
• Ability to function independently and efficiently in a fast-paced environment.
• Must be team oriented, friendly and personable with a strong focus on customer service.
• Excellent interpersonal, oral and written communication skills with demonstrated ability to articulate relevant information in an organized and concise manner.
• Must be able to work proactively and independently with minimal supervision.
• Must have the technical capability to learn and understand network provisioning, management, and monitoring tools such as Calix CMS and Access Nodes, Cisco/Adtran switches and routers, Cisco/Arris CMTS, DHCP and DNS servers, Metaswitch Servers, and Zabbix monitoring tools.

It would be nice if you had (preferred qualifications):

• Associates Degree in Computer Science or Engineering Studies
• CCNA
• Networking, Install, Troubleshooting Experience

At ImOn, we'll hook you up. We offer our employees a full benefit package to include:

• A 401k plan with up to a 4% company match.
• Insurance benefits that include multiple health insurance plans to choose from, Dental insurance, free Vision insurance and Life/Disability insurance.
• A robust wellness program that offers annual health screenings as well as fitness incentives.
• Work/Life balance that includes several different types of paid time off such as paid holidays, vacation time, personal time, volunteer time off as well as parental leave and bereavement leave.