Network Service Technician

About the Role
The Network Service Technician (NST) will assist with installing, maintaining, and supporting the fiber network, Points of Presence (POPs), and other small business and corporate service offerings. This role requires monitoring with SNMP tools such as Cacti, PRTG, and PagerDuty, and entails 24/7 support of the network.

Essential Duties and Responsibilities
The responsibilities for the position include, but are not limited to:

• Install, diagnose, repair and maintain Wireless and Wireline Data, Voice, and TV/Video systems for small business and corporate customers to appropriate industry standards.
• Provide 1st and 2nd level support on network infrastructure, interacting with stakeholders to implement new connectivity/technology and provide general troubleshooting assistance.
• Ensure that all installation information/data is correctly entered onto the computer system and all related administrative work is completed accurately and in a timely manner.
• Utilize the scheduler and other resources to achieve optimum work rate while keeping the Manager up to date on progress of work.
• Liaise with Network Operations to ensure appropriate SLAs are being maintained.
• Assist in the maintenance, upgrades, and deployment of the fiber network, satellite sites, and data centers.
• Perform maintenance and installation work including facility cabling for wireless and wireline services, including network optimization and monitoring.
• Support Network Operations and external operations teams in coordination and management of implementations.
• Installation of Interfacility cabling (IFC) to provide local loop access to core devices including fiber optic and copper cabling, which includes site surveying, site preparation, network optimization, and monitoring.
• Install, support, maintain, and document ICT equipment and systems for small business and corporate customers.
• Other job-related duties as requested by the manager.

Direct Reports

• None

Skills and Abilities

• Excellent customer service skills.
• Excellent interpersonal, verbal and written communication skills.
• Excellent organizational skills.
• Attention to detail, with strong organizational and time management skills.
• PC knowledge and experience with Windows-based programs.
• Problem-solving and analytical skills.
• Basic knowledge of Cisco CLI and products.
• Must possess a valid driver’s license.
• Proficient in understanding schematics, maps, and designs (CAD, GIS).

Education and Experience

• Undergraduate degree or equivalent certification in networking, data applications, electronic and electrical engineering, mechanical engineering or related fields, along with a minimum of 4 years of relevant experience in a communications environment.
• Alternatively, a minimum of 4 years of experience in a relevant area may be considered.
• Certifications in structured cabling, optical infrastructure, and/or optical link testing are preferred.
• CCNA, CompTIA A+/Network+ certifications are an asset.
• A valid driver’s license with a satisfactory driving record is required.
• Ability to splice fiber is necessary.
• Understanding and ability to read a splice matrix is expected.