Network Operator

Network Operator

Responsible for monitoring network performance to identify, communicate, escalate and manage outages and/or potential maintenances. Assign and prioritize Maintenance technician workload to maintain optimal plant performance. Provide support for field staff using plant monitoring and workforce management tools. Other duties include but are not limited to monitoring maintenance technicians through phone contact, email, instant messaging and the Workforce Management systems.

Responsibilities:

• Responsible for outage tracking, escalation, and outage identification via system monitoring tools
• Responsible for initiating communication with maintenance technicians in order to gather updates and ensure safety
• Prioritize, assign, and dispatch work for maintenance technicians via Workforce Management
• Responsible for providing maintenance technicians troubleshooting guidance through the use of system monitoring tools
• Records accurate and detailed outage/maintenance data via database
• Responsible for answering inbound calls from technicians in a timely manner and providing support to the same
• Constant monitoring of all outage detection tools such as CID, Alarm Central, Auto Outage Dashboard, and near real-time trouble call report
• Monitors system picture performance to verify that all channels are on the air and clear, reporting irregularities to proper personnel.
• Perform other duties as required or assigned.

Company Benefits:

• Company Provided Equipment
• Hybrid schedule
• Health, vision, and dental insurance
• Paid vacation, holidays and flex paid time off
• 401K with generous company match
• Education Enrichment up to $5,000 per year for qualified employees
• Employee Wellness Program

Requirements:

• 1+ years of experience in customer service, telecommunications industry a plus.
• Ability to perform routine dispatching functions such as answering telephones and using instant messenger
• Proficiency with Microsoft office
• Strong oral communication and interpersonal skills
• Ability to work required days and hours; could be second or third shift. Weekends possible.