Network Support Technician I

Wave Broadband

(Kirkland, Washington)
Full Time
Job Posting Details
About Wave Broadband
Wave is a gigabit fiber and broadband services company, providing true high-speed internet service and a variety of related products and options for business and residential customers in key areas of Washington, Oregon, and California.
The Network Support Technician will perform pro-active network element health checks as part of normal surveillance activities. Initiate, update and track trouble tickets. Upon receipt of network trouble conditions, follow procedures to directly access faults and escalate as necessary, providing near real-time responses to network outages and other issues. Update/maintain NOC Wiki containing diagrams/schematics, Enterprise Service escalation documentation, and network element escalation processes.
* Effectively troubleshoot Tier Level III and higher escalated customer phone calls in the areas of Network and Internet connectivity, Email setup and configuration, and Wireless connectivity and Wave Phone trouble tickets * Initiate NOC Emergency Communication based on “threat” level to network in times of severe connectivity loss * In times of increased call volume to Technical Support Call Center, quickly act to identify troubled areas and communicate with the appropriate fix agent to resolve issues * Active monitoring of customer facing mail servers * Content and server management for VOD servers in 3 separate markets * Assist in Project Management duties of department Key Initiatives * Resolve customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding * Process installation, service change, disconnect and trouble call work orders according to departmental policies and procedures * Maintain and create static IP addresses for Commercial Accounts utilizing department ticketing system, coordinating with Commercial Sales Representatives in each system * Maintain department Ticketing System for special projects, NOC escalations, Commercial Static IP requests, general network issues, etc. * Log into NOC and Business phone queues and answer questions from business customers and the Technical Support Call Center Floor * May perform other duties as required by management
Ideal Candidate
**Qualifications:** * Six months experience as Technical Support Representative II or related experience and 2 years of technical support experience, or IT Administrative duties * Strong interpersonal skills with the ability to relate to customers, peers, and management in a positive, pleasant, and respectful manner * Thorough knowledge of cable and data products and services * Ability to diagnose and solve problems with Windows and Linux based servers * Ability to follow direction and follow through * Proven good judgment and proactive decision-making skills * Technology experience in the areas of video and data required * 2 years Call Center experience preferred * Telecommunications experience preferred * Must be familiar with Internet and software applications **Essential Job Functions:** * Ability to communicate by telephone, correspondence, and in person on technical and non-technical issues * Ability to collaborate with coworkers * Possession of a good command of the English language, including excellent enunciation, grammar and lack of slang * Basic mathematics techniques * Ability to sit for extended periods of time * Ability to frequently use repetitive motions of the wrist, hands and/or fingers * Ability to work in a standard office environment; no hazardous or disagreeable work conditions * Ability to operate standard office equipment including personal computer, telephone, copier, facsimile machine, and calculator


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