Job: Network Maintenance Technician

Network Maintenance Technician

Lombard

TITLE: Level 1 Network Maintenance Technician

DEPARTMENT: Network Maintenance Center

OVERVIEW:  This position is primarily responsible for monitoring and first/second level repair activities on all service delivery issues affecting customers. Additionally, NMC Technicians assist with proactive monitoring and diagnosis of network infrastructure problems.

CORE RESPONSIBILITIES:

  • Receive and respond to all customer service tickets generated by the Call Center
  • Respond to all automatically-generated alerts regarding our network infrastructure and VIP customer monitoring
  • As needed, work On-Call rotations with high availability to respond to off-hours tickets
  • Work with vendors/carriers to achieve resolution to tickets
  • Troubleshoot and management of Customer Premise Routers and Firewalls
  • As needed, escalate tickets to appropriate Operations or Provisioning groups to achieve resolution
  • Notify management as to repeat-trouble customers and/or abnormal repair trends (i.e., repeating hardware problems on one customer, feature set issues indicating a provisioning fault, multiple tickets on same customer in short period of time, etc.)
  • Keep customers regularly updated per internal policies as to the status of their repair tickets
  • Provide accurate record-keeping in appropriate internal systems as to all work performed
  • Additional duties as needed