Hiawatha Communications Incorporated (HCI), a locally-owned and operated telecommunications/broadband company located in, Munising, Michigan is seeking a Network Operations Center Technician/Support Staff to join a team dedicated to providing broadband and advanced communication services to customers across the Upper Peninsula of Michigan.
Responsibilities are varied and will include installation, maintenance, testing, and operation of telecommunications equipment which includes telephone digital switching, data network equipment, switches, and other equipment related to voice services, transport, broadband, and special circuits, including IP network switching and routing. Additional duties include assisting Field Technicians with variety of set-up, maintenance, and equipment performance operations, therefore must possess strong interpersonal communication skills both verbal, and written as well as provide exclusive customer care and service.
The Network Operations Center Support Team provides communication, information, and solutions to customers who call in with issues, supports the Network Operations Center Engineers, as well as Plant Technicians during Wi-Fi installs. As the first point of contact for the Network Operations Center Team the Tech’s goal is to provide an efficient and effective response to problems and concerns by providing quick answers, escalations to the proper individual or resource, straightforward resolutions, and accurate results.
The Network Operations Center Technician Support position within the Network Operations Center’s Service Team is the first point of contact answering phone calls and developing and reconciling tickets based on the caller’s needs. The person in this position is required to work in a team environment as well as independently, and reports to the Chief Technical Officer (CTO). Due to the nature of Network Operations Center 24x7 support business, the Network Operations Center Tech’s position must be covered at all times during the course their shift and throughout routine business hours of operation. Shift work may apply.
An A.S. or B.S. in a technical or related field of study is preferred but not required; a certification of Cisco Certified Network Associate (CCNA) or equivalent experience strongly preferred. Other preferred qualifications include knowledge of data networks, power systems, optical transport, IP switching and routing, and typical network operations equipment applications. MPLS and/or Layer 3 routing experience and/or training is a plus.
This is a full-time, hourly position with a competitive compensation and benefits package. Must be willing and able to travel and work various hours, which may include any shift in a 24/7/365 environment. On-call rotation is required.