Advanced Support Technician - Opportunity to Make a Difference

Advanced Support Technician

The Advanced Support Technician is responsible for troubleshooting and repair of the Omni Fiber Network and its customer-serving equipment. The Advanced Support Technician is a 2nd-level technician that handles customer technical support escalations, monitors and repairs trouble the Omni Fiber Network of all severity levels and implements technical changes according to Engineering designs. This is a hybrid, full-time position based out of Mason, OH.

• 75%: Investigate trouble reports and handle support escalations. Discuss, diagnose, and repair technical issues with customers' broadband fiber service and equipment.
• 15%: Monitor the functionality of the network, proactively discover trouble, handle internal and customer notifications for incidents, repair and accurately document repair timeline and actions taken.
• 5%: Implement technical changes in the service provider network.
• 5%: Other technical work as directed.

• 2+ years of technical support call center experience
• Fiber/PON broadband network experience
• Must be flexible to work the B shift (1 PM - 10 PM EST)
• Must be flexible to work weekends.
• Knowledge and troubleshooting of routing and switching technologies in common use in service-provider networks.
  • BGP, IPv6, MPLS and VPNs, NAT/CG-NAT, BGP, OSPF-TE, Service Provider Switching (QinQ, L2VPN/EVC), Tunnel protocols (L2TP/IPSec/GRE), H-QoS for Triple-Play
  • Juniper and Cisco routers and switches
  • Ciena commercial ethernet switches and NIDs
  • Fiber OLT/ONT/ONU platforms
  • Familiarity with Commercial Ethernet, EIA/DIA circuits, and common transport technologies
• Knowledge of common Network Operations Center incident management processes, including ticketing, incident handling, customer notifications, root cause analysis / post-mortem documentation, and change management procedures
• Strong customer service skills
• Broadband customer troubleshooting and technical support
• Able to carry up to 70 lbs and climb a ladder

Desired Skills:

• Any technical certifications are preferred but not required.
• Familiarity with internet caching technologies and CDNs
• Familiarity with common service provider level security threats and mitigation methods
• Knowledge of Windows / Linux system administration and common administration tasks
• A working knowledge of programming or scripting languages

• Company Paid Holidays (8 days)
• Floating Holidays (3 days)
• Paid Time Off (15 days)

• 401(k) with Employer Matching Contribution up to 4%
• Medical, Dental, and Vision
• Life Insurance
• HSA enrollment option with Employer Contribution
• Monthly internet and cell phone allowances
• Paid company training

Questions about this opening? Contact us at [email protected]

Omni Fiber provides equal employment opportunities to all qualified applicants and employees, and administers all aspects and conditions of employment, without regard to the following: Race, Color, Age, Sex, Sexual orientation, Gender, Gender identity, Religion, National origin, Pregnancy, Physical or mental disability, Military or veteran status, or Genetic information. Equal employment opportunity applies to, but is not limited to, employment status, training, promotion, demotion, transfer, leaves of absence, and termination.