"Alerted.org

Summary

Takes phone calls and troubleshoots circuits within the Hawaiian Telcom network. Responsible for operations of network devices. Performs circuit moves and coordinates with customers as necessary. Regularly takes trouble calls from customers, create tickets, assist with troubleshooting, accurately logs all data, finds resolution remotely or through field dispatch and follow up with the customer to resolve issues. Do daily tasks including communicating with co-workers and follow-up on open tickets. May be required to cross train others. Interfaces with computers and support systems. Performs other related, marginal duties as required.

General Duties

Duties include, but are not limited to, the following:

+ Circuit testing, Troubleshooting, and response to Customer Tickets, including:

+ Circuits Terminating to Class 5 switches (GTD5, DMS, 5ESS)

+ DCS Systems (3/1, 1/0)

+ SONET Systems (Fujitsu, Alcatel-Lucent, NEC, Adtran, etc)

+ Circuit Access Network Elements (ADTRAN TA3K)

+ Central Office/Customer Transport devices

+ Modification of existing network circuits in DCS related to changes or disconnects.

+ Creation and Follow-up on customer tickets daily.

+ Monitor ticket status and update log-sheets daily. Maintain department pass-down between shifts.

+ Communicate with field resources as necessary for trouble that cannot be remotely resolved and for resolution information for ticket logging.

+ Operates computer systems and support devices; installs and tests system upgrades. Administers and maintains computer support systems data bases.

+ Responds to emergency service affecting situations. Assists in trouble isolation of network and subscriber loop problems.

+ Effectively multi-tasks to achieve specific measurable goals toward productivity and quality.

+ Works with NOC teams to ensure that tickets are assigned accurately and timely to field resources.

+ May be required to cross train others.

+ Participates in 24/7 Surveillance center schedule; this schedule includes working other shifts, weekends, and holidays as needed.

+ May be required to perform additional duties and tasks as required by the Company. Indoor-outdoor work. Exposed to adverse weather conditions, dust, noise, dirt, heat, poor lighting, fumes, etc.

+ Works in buildings while seated for most of assigned shift. May work in spaces with poor lighting. Requires the ability to view a computer screen for an extended period.

+ Subject to occasional scheduled and/or unscheduled overtime and callouts.

Basic Qualifications

+ **Tests** - Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.

+ Ability to identify and distinguish audible tones/levels and colors.

+ Ability to work in confined areas.

+ Ability to lift and carry 50 pounds.

+ Ability to communicate naturally and pleasantly over the telephone and/or in person.

+ Requires alertness and attention to detail.

+ Valid driver's license.

+ Able to read and interpret architectural, electrical wiring diagrams.

+ Ability to qualify for security clearance.

+ Three (3) years’ experience in one or a combination of: Customer Service Specialist, Communication Technician, Telecommunication Technician, Electronic Equipment Installer, Switching Technician, Metrology Technician, Station Technician, Customer Zone Technician II, Cable Splicer, Lineworker, Leader Lineworker, or Customer Service Technician.

OR

A degree in electronics technology to include successful completion of digital logic, electronic communications, micro processor fundamentals from an accredited or recognized educational institution.

OR

Two (2) years’ experience working in a Network Operations Center (NOC) environment specifically with transport equipment. Transport equipment could be electrical, optical, or a combination of both.

Pay Range: $21.05 - $40.73

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran