Sr Broadband Systems Technician

About the Role

The Fiber Systems Support Senior Technician is responsible for monitoring and maintaining all network systems and services, including but not limited to Internet, Email, Hosted Wi-Fi, Telephone, and Video. This role provides back-office technical support for field operations and business customers for complex telecommunications services.

Responsibilities

• Respond appropriately to alarms and failures within the network and other systems.
• Interact with maintenance crews and vendors during periods of planned maintenance.
• Provision and troubleshoot services that include (but are not limited to) Internet, Email, Hosted Wi-Fi, Telephone, and Video services.
• Identify, diagnose, and repair problems with systems providing Internet, Email, Hosted Wi-Fi, and Video services.
• Provision highly customized VoIP phone systems for HPBX customers and interact with HPBX customers for adds, moves, and changes during and after the installation.
• Identify, diagnose, and repair problems with Telecom services, including POTS, PRI, VoIP Phones, IADs, and SIP Trunks.
• Interact with Field Service personnel, customers, vendors, carriers, and EPB Engineers to diagnose, escalate, and resolve issues with HPBX phone systems.
• Tier 3 Support for Residential Technical Support staff with issues the group cannot resolve.
• Tier 1 Support to resolve business customers calling in for technical support.
• Tier 3 Support for Field Service crews working in the field to install and maintain service to customers.
• Communicate with other departments and customers regarding the disposition and status of trouble.
• Identify and communicate noticeable problem trends and troubleshoot to find solutions.
• Maintain WIKI and technical documentation (for FSS) of processes and procedures used throughout normal operations.
• Complete all off-shift routines for the 2nd and 3rd shifts.
• Work all shifts and overtime as needed to sustain a 24/7/365 operation.
• Provide project management of technical staff in the implementation, installation, configuration, and technical support of network architecture; coordinate projects with other departments and external organizations.
• Manage the workload and room responsibilities while leading a shift without a supervisor’s presence.
• Provide the same level of customer service to Wholesale customers who purchase field service support, business support, and/or provision services from EPB.
• Perform special projects as assigned.

Qualifications

• Bachelor's Degree in a related technical field is preferred, or an equivalent of 5+ years of experience in networking, video, systems administration, security, or telephone systems.
• Certifications within the technology field is preferred.
• Strong background in electronics and communications equipment.
• Strong computer skills, including experience with hardware and software, including Windows, Internet Explorer, and Microsoft Office Products.
• Excellent analytical, troubleshooting and problem-solving skills are required.