Sr Fiber Systems Support Technician

Job Summary

The Fiber Systems Support Senior Technician is responsible for monitoring and maintaining all network systems and services, including Internet, Email, Hosted Wi-Fi, Telephone, and Video. They provide back-office technical support for field operations and business customers for complex-level services.

Duties & 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.

Education & Experience

• 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.

Certifications & Other Requirements

• Will be required to pass the 12-14 week onboarding training class, acquire an ESA alarm license, pass the Network+ certification test, complete the Metaswitch Overview class, and complete the Splunk Fundamentals class.
• Ability to learn and become proficient in other business software systems utilized at EPB.
• Ability to work day and night, including weekends.
• Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.