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Description

"We Push the Boundaries of Possibilities for our Communities"

**Overview of the Position Responsibilities:** Our Network Services Tech I will be responsible for assisting with new Internet, video and VOIP installations by procuring and preparing commercial network and infrastructure equipment for installation.  The Network Services Tech I also serves as a coordination point and level 2 support for communications between internal and external customers, NOC, as well as other operations teams during events which affect various sites.

This role is also responsible for service and level 2 support in assisting our NOC with proactively monitoring and escalating application, system, and network incidents ensuring maximum availability and performance. This person will perform these tasks using various standard network management tools, internal ticketing systems, and monitoring consoles. This person will help with root cause analysis of recurring incidents and raising escalations internally and externally as necessary. The ideal candidate must have strong communication skills and an aptitude to automate routine tasks and spot long-term trends in a broadband environment. If this sounds exciting, please read on.

What You Will Do:

• Provisioning, licensing and configuration of commercial network and infrastructure equipment for Internet, VOIP, fiber CPE, LTE/DSL, FTTH, Telephony and Video services.

• Install, Provision and Configuration of all Direct Internet Access (DIA) commercial customers and static IP assignments.

• Level 2 support and escalation point for Network Operations and communications between internal and external customers. Asist the NOC, Network Engineering as well as our field install and maintenance technicians with troubleshooting services and installs for events which affect the network or services to our customers.

• Level 2 support On call rotation

• Engage in proactive and reactive support of the multi-service fiber optic network and related services, including video, telephony, Internet, and Enterprise IT services.

• Support and troubleshoot complex telephony issues with existing customers as well as new installs related to Alianza, Momentum, copper, VOIP and Hosted Voice platforms

• Assist with coordination of CAF testing troubleshooting to unsure customer CPE, stamper boxes and customer services are online and fully functioning so data can be collected to ensure bluepeak qualifies for federal funding.

• Document via ticketing systems and actively coordinate resolution of service outages; assist in troubleshooting and pinpointing service outage components.

• Assist with root cause analysis of recurring incidents and raising escalations internally and externally as necessary.

• Coordinate communication and efforts with internal teams, third parties and vendors to resolve problems and issues as they arise with service outages and/or equipment malfunctions.

• Update process documentation and internal knowledge bases to ensure all procedures are known to team members.

• Execute daily computer routines for mission critical applications

• Perform preventative maintenance, firmware and security patches are applied to network devices as scheduled.

• Perform proactive health checks and audit work on CPE.

• Compile timely, comprehensive, and accurate documentation and/or reports as requested.

• Possess an in-depth knowledge of network resources and components, software monitoring tools, data communications protocols and hardware, and the video, Internet, and telephone infrastructure.

• Update process documentation and internal knowledge base to ensure all procedures are known to team members.

• Communicate effectively and professionally in all forms of communication with internal and external customers

• Adhere to Bluepeak’s privacy guidelines to ensure each customer’s privacy.

• Maintain regular attendance as required by your position.

• Perform other duties as assigned.

What You Will Need:

• Basic understanding of TCP/IP and other Internet protocols as well as experience with tools such as Ping, Trace Route, NS Lookup. Exposure to SolarWinds or other network monitoring platforms is preferred.

• Basic understanding of networking, RF signal processing, AC & DC power

• One year related technological experience required

• Candidates must possess the ability to multitask, problem solve, think clearly, and respond in a fast-paced or fluid environment.

• Must be reliable and dependable, self-motivated, and willing to learn and contribute to building a successful Service Delivery team.

• Possess the ability to work independently and with minimal supervision.

• Identify opportunities for improvement while creating and implementing viable solutions.

• Multi-task and change from one task to another without loss of efficiency or composure.

• Train and guide new team members as required.

• Effectively communicate with other departments to manage any escalating issues in a timely manner.

• Possess strong, comprehensive technical and computer skills, including various applications, operating systems, etc.

• Ability to read and comprehend technical literature.

• MS Office, internet software, e-mail communication, ICOMs billing system preferred.

• MS Office, internet software, e-mail communication

• Prolonged periods of sitting at a desk and working on a computer.

• regularly required to talk and hear

• required to use hands to type, handle objects and paperwork

• required to reach and hold on to items at chest level or reach above the shoulder

• required to use close vision and be able to focus

Why Work at Bluepeak?

+ Competitive Compensation + Annual Bonus Eligibility

+ Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)

+ Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days

+ Professional Development With an Emphasis on Internal Promotion

+ Employee Discounts on Bluepeak Services, Including Internet

+ Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

About Us

We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.