Network Assurance Technician - Work From Home - Illinois at WOW!

Date Posted: 6/22/2022

Job Snapshot

Job Description

This position is responsible for the 3rd shift, which is an overnight position working from 10:00 PM - 6:30 AM CST. Working days are Tuesday night through Saturday night.

Summary

The primary responsibility of the Network Assurance Technician is to monitor, identify, repair, and resolve issues on the WOW! Network that are detected by the Enterprise Management application or reported to the Network Operations Center by other internal support groups.  The Network Assurance Technician will perform these tasks using various network management tools, application monitoring consoles, while documenting the issues in the internal ticketing application. 

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Monitor a  complex network that encompasses RF, IP, Optical components that provide Video, Voice, HSD services to residential and commercial customers.

  • Perform advanced troubleshooting steps to identify the cause and determine the most effective path to restoring the operability of the multiple platforms that deliver services to both our internal and external customers.

  • Manage Network impacting events, driving the issue to resolution, ensuring effective communication, and providing timely escalation when appropriate.

  • Work trouble tickets within the NOC queue, ensuring that the issues are documented appropriately and while driving the issues to resolution.

  • Provide updates to existing process documentation and assist with creation of new documentation as needed, driving efficiencies within the NOC.

  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

High school diploma is required, while formal technical education focusing on computer networking or telecommunications,  industry recognized certifications in networking, network security, server +, cloud computing, and/or a Bachelor's Degree in computer networking or telecommunications is preferred.

Experience/Skills Needed:

  •  1-3 years previous experience working in an operation support center or customer support center or an equivalent combination of relevant work experience and technical training is required.  

  • Logical decision making abilities and exceptional attention to detail is required.

  • The ability to multitask, problem solve, think clearly and respond in a fast-paced or fluid environment is a must.

  • A solid understanding of Windows and UNIX systems and system management is necessary as well as a strong understanding of network concepts, IPv4,  IPv6,  and common Internet protocols.

  • Ability to communicate clearly to Engineers and customers is expected.

  • Must be reliable and dependable, self motivated and willing to learn and contribute.

  • Excellent oral and written communication skills.

  • Ability to learn new tools and applications quickly and effectively.

Computer Skills:

G-suite, MS Office, internet software, e-mail communication, UNIX platform, Virtual Servers and CLI commands.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to use close vision and be able to focus

  • Able to work various schedules including overnight and work a flexible schedule on weekdays, weekends, and Holidays as required

WOW! Offers a generous benefits package including:

  • Medical, dental, and vision insurance

  • 401k with a company match

  • Paid time off and paid holidays

  • Tuition reimbursement

  • RSU Stock grant awarded upon hire with 2 yr vesting period

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran