Network Support Technician I, II or III

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

Position Overview:

Astound Broadband is currently searching for a Network Support (CNOC) Technician I for our Applications, Systems and Network Operations Department. The Commercial Network Operations Center is responsible for monitoring and response of service related issues impacting customers in order to expedite repair and minimize negative customer experience. The Operations department is a 24/7 service provider for the organization.

The CNOC Technician I provides 24/7 trouble isolation and remote restoration for Commercial customers services as they connect to the Astound Broadband Powered by Wave network. These include, but are not limited to detection, ticketing and triaging of switch, network, transport, or systems faults across multiple technologies on the Voice, Video and Data and Power Plant network. The CNOC Technician I utilizes all available OSS platforms and tools to perform isolate, repair or restore faults for Enterprise Customer networks. Additionally, the CNOC Surveillance Technician I will maintain strong situational awareness of changes being performed throughout the core network through a solid change management process. This position reports directly to the CNOC Manager/Supervisor and has no supervisory responsibilities. This position has a potential for a Hybrid work environment.

The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. The company reserves the right to modify or change the duties or essential functions of this job at any time.

A Day in the Life of the Network Support Technician:

• Triage commercial services and equipment for outages and performance issues
• Isolate and identify cause of faults for customer network related issues
• Remote restore/reroute competencies
• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
• Properly assess impact to core network/services and resulting impact to Customers and escalate appropriately
• Interface directly with Internal and External Enterprise Engineers/Technicians
• Event Escalation
• Reporting
• Support of hosted voice services

The ideal person for the role will:

• Ensure accuracy and completion of work performed and evaluate the effectiveness of results, in conjunction with team leads or management staff
• Maintain a good working image to Customers and the community with regard to personal presentation, communication, and caliber of work effort
• Punctual, regular, and consistent attendance
• Availability to work any shift in a 24/7/365 environment
• Work in a strong team environment

What You Bring to the Table:

• 3+ years of technical experience in a telecommunications, network, cable, or related industry.
• Strong verbal, written, and interpersonal communication skills.
• Telecom or MSO Network Operations Center experience is a plus.
• Proven experience and detailed knowledge in supporting Network protocols and networking technologies, HFC plant and system delivery, and VoIP platforms.
• Working Knowledge of Microsoft Desktop Applications (Excel, Word, Outlook).
• Ability to assess and troubleshoot complex technical issues with a logical, detail-oriented approach.
• Ability to execute remote system restorations and implement alternate routing strategies during outages or maintenance.
• Hands-on experience in identifying and resolving issues in RF networks.
• Solid understanding of network protocols: Basic Linux Commands, LANs and Wans, OSI model, Subnetting and routing, Cisco iOS software.
• Familiarity with power infrastructure components including generators, UPS systems, batteries, commercial power feeds, and ATS.
• Proficient in utilizing NOC tools for issue identification and escalation.

Education:

• High School Diploma or equivalent experience or related vendor certification preferred.
  
  

Travel:

• 0%
  
  

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

*Benefits listed above are for regular full-time position

Base Salary: The base salary range for this position is $22.00 - $28.00/hour plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Washington & California and may not be applicable to other locations.

• Network Support Technician I - $22.00 - $23.63/hr
• Network Support Technician II - $23.50 - $26.65/hr
• Network Support Technician II - $26.00 - $28.00/hr

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun