Network Support Technician I, II Or III

Network Support (CNOC) Technician I

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

Position Overview: Astound Broadband is currently searching for a Network Support (CNOC) Technician I for our Applications, Systems and Network Operations Department. The Commercial Network Operations Center is responsible for monitoring and response of service related issues impacting customers in order to expedite repair and minimize negative customer experience. The Operations department is a 24/7 service provider for the organization. The CNOC Technician I provides 24/7 trouble isolation and remote restoration for Commercial customers services as they connect to the Astound Broadband Powered by Wave network. These include, but are not limited to detection, ticketing and triaging of switch, network, transport, or systems faults across multiple technologies on the Voice, Video and Data and Power Plant network. The CNOC Technician I utilizes all available OSS platforms and tools to perform isolate, repair or restore faults for Enterprise Customer networks. Additionally, the CNOC Surveillance Technician I will maintain strong situational awareness of changes being performed throughout the core network through a solid change management process. This position reports directly to the CNOC Manager/Supervisor and has no supervisory responsibilities. This position has a potential for a Hybrid work environment.

A Day in the Life of the Network Support Technician:

• Triage commercial services and equipment for outages and performance issues
• Isolate and identify cause of faults for customer network related issues
• Remote restore/reroute competencies
• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
• Properly assess impact to core network/services and resulting impact to Customers and escalate appropriately
• Interface directly with Internal and External Enterprise Engineers/Technicians
• Event Escalation Reporting
• Support of hosted voice services

The ideal person for the role will:

• Ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with team leads or management staff
• Maintain a good working image to Customers and the community with regard to personal presentation, communication, and caliber of work effort
• Be punctual, regular, and consistent in attendance
• Be available to work any shift in a 24/7/365 environment
• Work in a strong team environment