Title:Network Support SpecialistLocation:Bristol, VANetwork Support Specialist
Bristol, VA * Fully comply with all Point Broadband and Network Operations Center department policies and guidelines including but not limited to the Point Broadband Value System and NOC Core Values.
* Receive inbound customer requests via phone ACD and resolve with efficiency, customer satisfaction and adherence to department policies.
* Monitor alarm aggregation systems, operational dashboards, alarm logs, and alarm emails. Respond to any alarms presented, troubleshoot and gather information. Escalate issues as necessary.
* Monitor systems for compliance with backup and Disaster Recovery policies.
* Gather and curate relevant information from other departments with the goal of streamlining outage resolution.
* Perform regular system maintenance to network elements and systems at the direction of leadership and Network Engineering.
* Maintain detailed records of network health and operations.
* Assist in the creation and maintenance of department documentation and SOPs.
* Assist in coordination of network upgrades and maintenance.
* Analyze all new network systems and equipment for operational impact.
* Provision ONT for activation of voice, video and data services to residential and commercial customers as a backup to Provisioning.
* Assist field technicians with on-premise setup and troubleshooting
* Complete service disconnections and reconnections as a backup to Provisioning.
* Research and correct outside-plant and network documentation as needed and directed.
* Provide backup and after hours dispatching duties as needed.
* Perform server maintenance including system patches and reboots per department policies.
* Maintain a high degree of knowledge of the carrier and enterprise network through continued learning and exploration of skills. Participate in cross-training opportunities on a regular basis and at the direction of leadership.
* Perform other tasks as may be required to assist Point Broadband in carrying out its customer service mission, goals and objectives as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities, which may be needed in situations where the loss of service to Point Broadband customers is threatened or restoration of service is required.
**Education/Experience** : **Computer Skills** : Alternatively, you can apply to this job using your profile on one of the following sites:
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