Network Technician II

Description Job Summary: As a Network Technician II, you play a key role in accelerating organizational success by leading and serving as a key contributor to day-to-day support functions within a business customer-facing network, provisioning, and IT operations. Support functions include interfacing with customers regarding trouble reports and network events across the company’s core network. You are a key contributor in the installation, provisioning and troubleshooting for all access, transport, business, and residential services. This position also supports carrier telephony switching, hosted voice, and Unified Communications as a Service (UCaaS) platforms, including service provisioning, operational support, and advanced troubleshooting. What you bring to the position: You have advanced technical skills in the field of network operations, and as a senior technician, you call upon your advanced knowledge base and best-practices perspective in carrying out your duties. You have advanced experience in troubleshooting and bring a logical and analytical approach to solving problems. You are a role model who leads by example and knows how to have fun in a professional environment. You embrace change and have the resiliency required to continually improve yourself and the team around you. As part of a values-led organization, not only do you embody and align with our core values, you develop and build teams that do the same, ensuring we have the right people to fuel our growth. You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the "ways" we operate. You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations. You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction. You have a strong desire to provide customers with optimum technology solutions and exemplary customer service. You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis. You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being arrogant. You successfully fulfill the following essential duties and responsibilities: You use your COLLABORATIVE SKILLS: Partner with Field Operations and Tier 1 & 2 teams to resolve complex or multifaceted service/network issues. Serve as the primary technical resource responsible for the operation, maintenance, troubleshooting, and support of central office switching equipment and associated telecommunications systems. Serve as backup to the central office technician. Work with external entities, peers, and partners (e.g., local exchange carriers, peer networks, other service providers) for troubleshooting and testing purposes. Interact with entities within the company’s business structure (e.g., service managers, service delivery, sales engineering, etc.) to foster communication and optimal network operations functioning. Support the company by completing other duties as assigned. You use your TECHNICAL SKILLS: Serve as the primary technical point of contact for high profile accounts such as school districts, hospitals, and government offices. Analyze workload, including traffic and utilization trends. Provide support across company Telecom IP/Data products, ranging from Internet access to private IP/Data services. Isolate and initiate resolution for complex or escalated issues rooted within the company’s network elements or contractual responsibilities as it pertains to delivering services to the customer. Assist with or lead project work. Support and troubleshoot carrier-grade telephony switching platforms, including Metaswitch, associated session border controllers (SBCs), and SIP-based voice services. Provision, configure, and troubleshoot hosted voice and UCaaS services, including user accounts, telephone numbers, endpoints, hunt groups, auto attendants, voicemail, and call features. Diagnose voice service issues involving SIP signaling, call routing, registrations, one-way or no audio, call quality, and connectivity across customer and provider networks. Coordinate with voice carriers, vendors, and internal teams to resolve escalated switching, number portability, trunking, and service-affecting issues. Perform maintenance, upgrades, migrations, and service restoration for voice switching and hosted communications platforms, including support for E911 routing and location information. You use your CUSTOMER SERVICE SKILLS: Interact with customers regarding troubleshooting and maintenance pertaining to advanced/complex customer troubles or network infrastructure issues. Promote company products and model excellent customer service to every customer. As a successful employee, you will demonstrate the following professional skills as you carry out your position: Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings. Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information. Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations. Presentation – Deliver business, non-technical, and limited-technical presentations. Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold company values. Organizational Support – Follow company policies and procedures and complete other duties as assigned. Judgment – Include appropriate people in decision-making process. Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well. Planning and organization – Organize and manage multiple priorities; plan work activities; use time efficiently; plan for additional resources; set goals and objectives; meet deadlines. Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments. Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events. Task & Detail-Oriented – Manage and follow through on multiple tasks, items, and communications in a timely manner; focus and concentrate; perform tasks with a high-level of accuracy and attention to detail. Requirements You will meet the following educational, licensing, certification, and work experience requirements: Associate’s degree in communications technology or related area, or a combination of education and applicable experience required. MEF Carrier Ethernet Certified Profession required Proficient with Cisco or Juniper CLI required A minimum of two years of experience, education, or training in the following required: Transport and point-to-point equipment. LAN/WAN networking, central office transport and switching, IP networking, routing and network design. TDM, VOIP, video transport, DSL and fiber to the home. Experience supporting, installing, and troubleshooting hosted VoIP and UCaaS platforms, including SIP, call routing, and business phone features; familiarity with SIP trunks, SBCs, voice quality troubleshooting, and telephony switching operations preferred. Experience with Metaswitch or similar carrier-class softswitch platforms, hosted PBX/UCaaS administration, and voice service provisioning preferred. Installing, troubleshooting, and repairing video, internet, and phone equipment. Office productivity software (email, calendar, word processing, spreadsheets, presentation software, etc.). Two-to-five years of experience with Cisco or Juniper routers required. Two-to-five years of experience troubleshooting within IP, Ethernet, TCP/IP and OSI Layers 1-3 layers required. Juniper or Cisco certification (e.g., JNCIA, JNCIS, CCNA, CCNP, etc.) highly preferred. Familiarity with MetaSphere, MetaSwitch, ethernet transport, Minerva, ADB, and Adtran/Calix required. Hold and maintain a valid driver’s license; driving record must meet the criteria of the company’s insurance carrier for acceptance of coverage. You will follow Twin Valley’s Core Values: Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique. Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves. Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation. "Team First" Initiative - Proactively helping one another, taking individual accountability for the success of the whole team. Continuous Improvement - Daily improvement matters. Bold ideas move us forward. You are able to work in the following environmental and working conditions: Travel to company and customer locations in varying conditions. You have the physical capability, mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation. Included as part of this job description is a table of physical and mental job requirements specific to the area of employment. Respectful Work Environment Twin Valley Family Companies (TVFC) believes in providing a respectful and inclusive workplace and is an Equal Opportunity Employer. TVFC does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. Applicants and employees who need assistance or an accommodation due to a disability should contact human resources. #J-18808-Ljbffr Twin Valley