Fiber Systems Support Technician I

Job SummaryThe Fiber Systems Support Technician I is responsible for monitoring and maintaining all network systems and services, including but not limited to Internet, Email, Hosted Wi-Fi, Telephone, and Video. The Fiber Systems Support Technician I is responsible for providing back-office technical support for field operations and business customersDuties & ResponsibilitiesRespond appropriately to alarms and failures within the network and other systems.Interact with maintenance crews and vendors during periods of planned maintenance.Provision and troubleshoot services that include (but are not limited to) Internet, Email, Hosted Wi-Fi, Telephone, and Video services.Identify, diagnose and repair problems with systems providing Internet, Email, Hosted Wi-Fi, and Video services.Identify, diagnose and repair problems with Telecom services, including POTS, PRI, VoIP Phones, IADs, and SIP Trunks.Interact with Field Service personnel, customers, vendors, carriers, and EPB Engineers to diagnose, escalate, and resolve issues with HPBX phone systems.Tier 3 Support for Residential Technical Support staff with issues that the group cannot resolve.Tier 1 Support to resolve business customers calling in for technical support.Tier 3 Support for Field Service crews working in the field to install and maintain service to customers.Communicate with other departments and customers regarding disposition and status of trouble.Identify and communicate noticeable problem trends and troubleshoot to find solutions.Maintain WIKI and technical documentation (for FSS) of processes and procedures used throughout normal operations.Work all shifts and overtime as needed to sustain a 24/7/365 operation.Accept 75% of overtime requested by the supervisor or manager each quarter. This includes holiday coverage for the entire year.Provide the same level of customer service to Wholesale customers who purchase field service support, business support, and/or provision services from EPB.Perform special projects as assigned.Education & Other ExperienceAssociate’s Degree in a related technical field is preferred, or 2-4 years of experience in internet, video, or voice systems.Strong computer skills, including experience with hardware and software, including Windows, Internet Explorer, and Microsoft Office Products.Excellent analytical, troubleshooting, problem-solving skills are required.Certifications & Other RequirementsWill be required to pass the 12–14-week onboarding training class and acquire an ESA alarm license.Ability to learn and become proficient in other business software systems utilized at EPB.Ability to work day and night, including weekends.Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.