Note: The job is a remote job and is open to candidates in USA. Buckeye Broadband is hiring a Network Support Analyst to support Telesystem network-based voice and data customers. The role monitors network circuits, troubleshoots service and equipment issues, coordinates with carriers and field technicians, and manages trouble tickets, outages, and service-level commitments.
Responsibilities
- Monitor and respond to all network alarms and notifications detecting whether the issue is power, transport and/or CPE related
- Perform necessary testing of underlying provider circuits, completing head-to-head testing when appropriate
- Troubleshoot Carrier POTS, Regional Toll & LD, and wholesale partner circuits for Fiber, Coax, EoF, and DS1 level services
- Support Fraud Detection initiatives with enabling and disabling international calling where necessary
- Contact both underlying and partner carriers as needed for facility related issues on their network
- Initiate tickets with underlying carriers and escalate both and internally and externally as needed
- Use of internal systems to create, update, close, and view customer records
- Effectively test and detect quality and connectivity issues using a variety of systems and methods
- Initial CPE troubleshooting and health checks
- Initial troubleshooting of hosted station connectivity and registration
- Initial troubleshooting and correction of hosted station features
- Schedule onsite dispatches with both field and carrier technicians for troubleshooting and repairs
- Responsible to confirm dispatch closeout and submit for billing where appropriate
- Aide in the configuration and provisioning of equipment based on service order activity and equipment conversions
- Trouble resolution and project management in accordance with priorities set forth by the department or the company
- Ensure that trouble tickets and outages are responded to and resolved in accordance with Service Level Agreements (SLAs)
- Monitor, maintain, and Report on SLA’s for customers and ensure the requirements are met
- Aide in performing preventative maintenance for all Telesystem network elements
- Continuously document and review recommended best practices to aide in continuous improvement and decreasing Mean Time to Repair (MTTR)
- Manage trouble tickets within the Telesystem trouble ticketing system providing accurate and relevant information via ticket updates and direct communications with Telesystem customers
- Work with internal and external resources to accurately test and process faulty equipment
- Adhere to BCI policies and procedures, including the Equal Employment Opportunity (EEO) guidelines and safety standards, always
- Following and enforcing Department and Company’s policies and procedures, including the EEO guidelines and safety
- Participate in training and development regarding procedures and operating standards of the department
- Performing any miscellaneous department duties as needed
Skills
- High School Diploma/GED
- 2 years prior telecommunications or networking experience, specific to configuring or troubleshooting network equipment
- Obtain certification(s) in an effort to support existing and new products (example: Adtran, Sophos, Fortinet, Juniper Mist) – required
- Experience with remote testing and troubleshooting DS1, TDM, and Ethernet over Fiber– required
- Working knowledge troubleshooting experience with carriers for access and last mile facilities--required
- Strictly maintains confidentiality of financial and/or other information acquired in the course of work, discloses only when authorized, unless legally obligated to do so
- High level proficiency with Microsoft applications, especially Excel, Visio and Word
- Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines
- Maintains composure during stressful times
- Evidence of good organizational skills
- Careful attention to detail
- Ability to work independently, with little or no supervision
- Ability to meet scheduled and unscheduled deadlines
- Ability to bring projects/assignments to completion within required time frames
- Advanced knowledge of circuit analysis
- Able to learn new equipment and applications in a timely manner
- Basic Knowledge of Circuit Test Equipment
- Demonstrate positive attitude under pressure to co-workers and other contacts
- Associate Degree – Major in IT, WAN/LAN, Telecommunications, Engineering or related technical degree
- Experience working with various routers, switches, and head-end equipment – strongly preferred
- Networking Certification (Juniper Networks Certified Specialist (JNCIS) or Cisco Certified Network Associate (CCNA) certification /Comptia Network +)—strongly preferred
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