Part-time Network Operations Center Support Technician, Level I

SAFETY SENSITIVE POSITION

This position has been deemed a Safety Sensitive position and any person performing duties in this position while under the influence of marijuana or any other substance (legal or illegal) that could impair the employee may constitute a threat to health and safety.  PMU maintains a zero-tolerance for the use of any substance that may impair a Safety Sensitive individual.  Consequences of a violation can be found in the PMU Drug and Alcohol Policy Manual.

SUMMARY

Monitors Internet and Fiber to The Home (FTTH) systems proactively for issues and provides technical support to customers using PMU’s internet and IPTV systems.

LEVEL 1

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

Responds to customer questions/problems via telephone, email, social media, etc.

Helps customers with problems that arise from using or connecting to PMU’s Internet systems, including but not limited to FTTH connections and managed Wi-Fi services.

Manages Wi-Fi Pods for customers including but not limited to changing passwords, SSID settings, email changes, and helping customers set up the associated app.

Helps customers with problems that arise from using PMU’s IPTV system.

Monitors FTTH and IPTV systems for issues and reports prospective issues to On Call personnel.

Works with in-house billing software to input customers information including provisioning information, etc.

Ensures that customers are properly provisioned with desired services daily.

Logs each customer contact to internal ticketing system to include issue, resolution, etc.

Checks all pending tickets in ticketing database, all voice mail calls to support, and makes any needed customer callbacks.

Works with PMU’s call center to help resolve customer issues.

Works with PMU’s Fiber department installers and service technicians to help resolve customer issues during installation or service calls.

Tests all returned equipment including Set Top Boxes, Wi-Fi Pods, and ONTs to make sure they are in good working order.  Cleans and repairs equipment as necessary.

QUALIFICATION REQUIREMENTS

To successfully perform this job, 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 and/or EXPERIENCE

Qualified individuals must have a High School diploma or general education degree (GED) and have good communication and people skills.  They must possess a working knowledge of PC's and all Windows operating systems.  Macintosh and Linux experience a plus.  Persons in this position should have a working knowledge and vocabulary associated with the Internet and computer use in general.

LANGUAGE SKILLS

Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.  Ability to write routine reports and correspondence.  Ability to effectively present information in one-on-one or small groups situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret graphs.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid AR Driver's License.

PHYSICAL DEMANDS

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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear.

The employee must regularly lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in this environment is usually moderate.