This position is Wednesday - Saturday from 7 am – 6 pm.

General Summary:
A Network Assurance Technician I provides intermediate level customer and network surveillance, triage, and repair support for the Company’s network and customers. Act as frontline, second-level technical support within the Network Assurance team responsible for ensuring customer and network service reliability and quality. Utilizes operational procedures provided to support, triage, and restore network services for customers.

Essential Job Functions:

• Provides administrative and technical service delivery and service assurance support and trouble requests from internal and external customers.
• Demonstrates professionalism through their ability to document, grow technical skills, multi-task, and use sound decision making skills to support assigned responsibilities.
• Monitors the Network Management System (vSure) to proactively identify service impacting alarms and events from Central Offices, Subscriber Access, Transport, Ethernet/IP, and Voice network.
• Follows documented work instructions to document, triage, and repair network alarms or determine next steps in resolution during or after normal business hours.
• Ensures all assigned or reported customer support or trouble are properly documented, dispatched, and escalated to resolve them as quickly as possible.
• Utilizes the company escalation procedures and escalates to the next level of technical support if unable to clear issues in a timely manner.
• Utilizes the trouble ticketing system to log all pertinent customer or personnel interactions, troubleshooting steps, or equipment diagnostic details.
• Performs company-wide notifications during network incidents with accuracy and detail.
• Manages, schedules, and communicates planned network maintenance activities to be performed by other technicians or vendors.
• Assists in the development of procedures and attends training to improve operational support and reporting.
• Supports other departments within the company, such as Engineering, Operations, Field Services, and Member Services.
• Collaborates with Service Assurance teammates to support and grow the knowledge library of the company’s network applications and systems.

Other Responsibilities:

• Perform all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• 2+ years of direct, relevant, and transferrable experience.
• General Knowledge of TDM, SONET and DWDM networks.
• General knowledge of the OSI model and IP routing.
• General knowledge of Ethernet switching and VLANS.
• General knowledge of voice switching and subscriber access systems.
• Technical in nature with the ability to learn quickly and share knowledge through one on one or group training. Ability to create process and detailed work instructions is a must.
• Ability to multitask during major outages with attention to detail and the ability to provide follow up when required.
• Ability to manage technical workload and engage senior technicians and management as appropriate.
• Must possess good analytical and problem-solving skills.
• Knowledge of company policies and procedures.
• Working knowledge of operational support escalation.
• Ability to read, analyze and interpret all forms of information.
• Effective communication and strong interpersonal skills required.
• Must be a team player in a fast paced, task-driven, team environment.
• Must demonstrate tact and diplomacy.
• Flexibility and handling ambiguity required.
• Knowledge and experience with Microsoft Office products.
• Ability to provide excellent customer service whether internally or externally.

Education and/or Experience:

• High School diploma, GED or equivalent required.
• Associates degree in Telecommunications, Electronics or Networking desired.
• 2+ years in Telecommunications, Electronics, Networking, or related field desired.
• Working experience in a Network Operations environment a plus.

Certifications, Licenses, Registrations:

• Must have or be able to obtain a Cisco CCT certification or equivalent certification within 2 years.
• Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s policy carrier.

Other Qualifications and/or Credentials:

• Must live in a Golden West Exchange.

Physical Requirements:

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to read computer screen and various reports.				X
Hearing: Must be able to hear well enough to communicate with employees and business contacts.				X
Standing/Walking:	X
Climbing/Stooping/Kneeling:	X
Lifting/Pulling/Pushing:	X
Fingering/Grasping/Feeling: Must be able to write, type, and use phone system.				X

Working Conditions:
Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.

Note:
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.