**MUST ADMIT TO BACKGROUND AND DRUG TEST
The Level 3 Help Desk Technician will be part of the team and responsible for first level triage of all issues related to Opticaltel’s technology. This position will support the Core (Cisco), backbone, CMTSs (Cisco), OLTs (Adtran), switches (Cisco/Meraki), wireless (Ruckus), vendor relations (Crown/AT&T, Lumen, and Spectrum), Voice and video systems (IPTV and traditional RF), as well as any associated systems on the Opticaltel network. The Level 3 Help Desk Technician will work with the Customer Support Team and NOC Team on planning and executing network maintenance, system upgrades, RF work (as needed), as well as other related activities. In addition, capacity management, network administration, advanced troubleshooting and problem resolution are key accountabilities for this position. Ideal candidate must be initiative-takers with the ability to multi-task projects, be an excellent analytical person, and lead end-to-end technical projects to completion, sometimes in areas that are new with little prior experience. This position will mentor the level 2 tech support team in all areas of technology.
Essential Duties and Responsibilities:
· Responsible for the support of an existing Multi Service Operator (MSO) provider network. This is a carrier-grade, high availability (HA) network.
· Responsible for supporting the IP network infrastructure, voice infrastructure, transport infrastructure and ensuring continuous functionality, network security, reliability, scalability, and optimization of network resources.
· Creates system optimization/performance plan to identify root cause analysis after system failures and initiate recovery plan.
· Serve as senior level support for resolving issues escalated by the Support Team, headend technicians, and managers and all needing technical support for the CORE/IP/Voice/Video networks.
· Troubleshoot network, voice, video, IPTV, Wifi, Commercial, and other issues related to first-level tirage responsibilities.
· Works closely and in collaboration with the technical teams including field services, support teams, and engineering to form cohesive cooperation delivering quality services.
· Work internally and externally with Engineering support team(s) and/or partners as part of a networking consultancy to solve problems or create new customer solutions.
· Monitor the Opticaltel network utilizing monitoring system (Orion) as well as equipment access such as Core routers, switches, CMTSs, and OLTs. Proactively review one hundred-plus deployed networks for issues and continued services. Provide feedback for system updates and other areas of improvement.
· Coordinate NOC alerts and function as needed. Perform duties as the first level triage escalation for all network issues either on an initiative-taking or reactive basis for all services (Internet, IPTV, Video, Voice).
· Plan network maintenance activities, as needed in conjunction with the Engineering team.
· Update assigned tickets, as needed. As well as monitor network tickets for timely updates, troubleshooting, and resolution closure.
· Mentor Level 2 Support and NOC tech team on detailed understanding of the Opticaltel network and all services supported.
· Develop, maintain, and document processes and procedures for troubleshooting issues.
· Must be able to work emergency schedules during natural disasters, and network outages, and respond to the needs of a 24/7/365 essential service provider operations, if needed.
· Serve as support level for resolving issues escalated from NOC Technicians, headend technicians, and managers and all needed technical support for the IP/MPLS and transport network.
Job Requirements:
· 7-10 years related experience in troubleshooting and repairing network and telecommunications equipment in a service provider network preferred.
· Bachelor’s degree preferred.
· CCNA preferred.
· Previous level 3 technical support experience a plus
· Experience with IP sub-netting, MPLS, VRF, RIP, OSPF, ISIS, VPLS, and BGP routing protocols is a plus.
· Experience with Cisco IOS Command Line configuration. ASR background is a plus.
· Experience with Carrier Metro Ethernet Switching, VLAN’s, L2 VPN’s, 802.1q trucking, Q-in-Q-VLAN stacking.
· Previous experience with Cisco CMTSs (7200/10K) and Adtran OLT is a plus.
· Knowledge of optical technologies is a plus.
· Knowledge of troubleshooting carrier circuits (1G and 10G) is a plus.
· Experience with VOIP technologies, including SIP traffic capture and analysis.
· Understanding of IP Management (Incognito) preferred.
· Experience with DNS/BIND, DHCP, RWHOIS and ICMP.
· Experience with vendor relations required.
· Knowledge of network security principles is a plus.
· Ability to multitask projects and document it is a plus.
· Ability to monitor, meet, or exceed company SLA targets.
· Excellent communication skills both written and verbal.
· Flexible work hours required i.e., shift work and/or after hours (maintenance window). Must be able to respond to the needs of a 24/7/365 operation, as needed.
· Must have a valid driver’s license and clean driving record.
· Must be able to pass criminal background check and drug test.
Opticaltel is a drug and tobacco-free workplace.
Job Type: Full-time
Pay: $19.90 - $23.97 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- On call
- Rotating weekends
- Weekdays
- Weekends as needed
Education:
Experience:
- Telecommunication: 5 years (Required)
- Cisco: 5 years (Required)
- VoIP: 5 years (Required)
Location:
Work Location: Remote
