Broadband Network Operator

Dickson Electric System has an immediate opening for an network operator. Dickson Electric System located in Dickson, TN offers very competitive salary and exceptional benefits package. Which includes employer paid medical, dental, vision, disability and life plans. DES offers excellent retirement plan. 

The Network Operator will oversee the broadband service network and provide support for installation and service technicians, conduct order provisioning and verification, provide technical support for residential and business customers, and troubleshoot network and service-related issues. This position will have daily interactions with field staff, Tier 1 technical support representatives, residential and business customers, and 3^rd party vendors and service partners. They will also be hands-on with FTTH network hardware, software and supporting systems, routers, switches, access equipment, and voice provisioning platforms.

ESSENTIAL FUNCTIONS:

• Assist with provisioning duties required for installation of data and voice services of residential and business customers.
• Provide customer focused solutions for both internal and external interactions.
• Provides back-end support for installation teams, ensuring a speedy and accurate install of services.
• Serve as the primary point of contact for all enterprise customer requests while on shift
• Provides second tier escalation support to tier 1 technical support team.
• Identify, troubleshoot and resolve/dispatch single home or business Layer 1-3 network issues (Calix OLT/ONT, wireless routers and extenders, fiber and ethernet cabling, VoIP equipment, and hosted PBX systems).
• Understand and stay up to date on general consumer electronic devices that connect to wireless networks.
• Assist in generating and approving requests for service repair calls to the customer home or business.
• Work with fiber technicians and management to assist with data collection and troubleshooting of service outages larger than a single home or business.
• Serve as the internal product expert for all services and answer questions or calls four our internal teams and partners.
• Work independently with minimal supervision.
• Run subscriber reports to proactively identify issues at customer homes or businesses   before they open a support case.
• Responsible for managing and assigning inventory of IPv4 addresses for businesses needing a single static IP address.
• Participates in an on-call rotation to provide after-hours support for technical support escalations, provisioning requests, and outage scenarios.
• Other duties as assigned.

EDUCATION and/or EXERIENCE:

High school degree or equivalent is required.  Along with two to four years’ experience in communication or technical support filed.  A Bachelor's degree in communication, business, or a related field is preferred, or any equivalent combination of education and experience sufficient to successfully perform the essential duties

LICENSE AND CERTIFICATIONS:

• Must possess at the time of employment a valid Driver License allowing legal operation of a motor vehicle in Tennessee.  Maintaining of the Class D or equivalent license is a continuing condition of employment.
• Must maintain at the time of employment or obtain at a time designated by DES, a valid certification of proficiency in adult CPR, first aid, and AED.

SPECIAL SKILLS, AND ABILITIES:

• Ability to cultivate professional relationships with peers, partners, and clients.

• Demonstrate strong critical thinking abilities and resourcefulness.

• Exhibit excellent written, verbal, presentation, communication, and project management skills.

• Proficiently operate Windows OS and familiar with word processing and spreadsheet software.

• Proven expertise in data analysis and interpretation.

• Experience with CRM systems is essential; prior exposure to CSA or is advantageous.

• Adaptability to changing business dynamics is a must.

• Pass a criminal background check and drug test.

PHYSICAL REQUIREMENTS:

• Able to work 8-hour shifts or longer if emergency situations require. 
• Must be able to work under any type of weather conditions.
• Must be skilled in the application of first aid methods.
• Must be able to follow safe and efficient work practices.
• Must possess visual acuity and manual dexterity as well as the ability to listen and communicate orally.

WORKING CONDITIONS:

• Indoor & Outdoor working position, requiring incumbents to travel from office to worksite via company vehicle. 
• Requires constant indoor and outdoor work with potential for extreme outdoor temperatures.
• Potential to work outside normal working hours on occasion.

STATEMENT ON POSITION:

This job description and specification is to give the applicant a reasonable expectation of the requirements and responsibilities of the job.  It in no way infers that the person will be limited only to the requirements stated.  Anything deemed necessary by Management will become an integral part of the job. The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on business needs of the department.