EDUCATION AND/OR EXPERIENCE:

• Bachelor’s Degree in a related technical field is preferred, or an equivalent of 6+ years of experience working in a network operations center, networking background, video headend experience, systems administration, cybersecurity experience, or telephony knowledge.
• Strong computer skills, including experience with hardware and software, including Windows, Internet Explorer, and Microsoft Office Products.
• Excellent analytical, troubleshooting and problem-solving skills are required.
• Excellent interpersonal, written, verbal, presentation, and time management skills are required.

CERTIFICATIONS OTHER REQUIREMENTS:

• Possess and maintain a current, valid driver’s license in state of residence and demonstrate safe and responsible operation of motor vehicles.
• Will be required to pass the 12-14 week onboarding training class, acquire an ESA alarm license, pass the Network+ and Security+ certification tests, complete the Metaswitch Overview class, and complete the Splunk Fundamentals class.
• Ability to work day and night, including weekends.
• Ability to learn and become proficient in other business software systems utilized at EPB.
• Diligence and attention to detail are essential skills, along with an ability to multi-task and prioritize work appropriately.
  May perform other duties as assigned.
  All employees, pursuant to their job duties, should demonstrate the behaviors of Professional Empowerment and comply with all EPB policies, standards, and guidelines.
  EPB provides electric and communications services, which are considered critical infrastructure by the Department of Homeland Security. This EPB job is essential to support this critical infrastructure and may require working onsite or in the field to maintain these services.

PURPOSE:

The Network Operations Engineer I is responsible for monitoring and maintaining all network systems and services, including but not limited to Internet, Email, Hosted Wi-Fi, Telephone, and Video. The Network Operations Engineer I is responsible for providing quality control and routine health checks to maintain exceptional reliability to core equipment and GPON fiber optic services. In addition, they will constantly strive to improve EPB’s operations by identifying ways to improve systems and processes to monitor and provision network elements and serve customers.

DUTIES AND RESPONSIBILITIES:

• Monitor all aspects of the legacy and GPON networks from the Headend to the customer’s premise.
• Respond appropriately to alarms and failures within the network and other systems.
• Manage the communication of scheduled maintenance and unplanned outages between vendors, customers, and internal teams.
• Interact with maintenance crews and vendors during periods of planned maintenance and unplanned outages.
• Identify, diagnose, and repair complex problems with systems providing Internet, Email, Hosted Wi-Fi, and Video services based on existing runbooks.
• Identify, diagnose, and repair complex problems with Telecom services, including POTS, DS1, DS3, PRI, VoIP Phones, IADs, and SIP Trunks based on existing runbooks.
• Interact with customers, vendors, carriers, and EPB Engineers to diagnose, escalate, and resolve issues with various systems.
• Provide an escalation path and support for residential and business complex services while providing training and feedback for developing expertise within Technical Operations.
• Develop and maintain system documentation, including diagrams and standard operation procedures, and implement, design, and own new reports to provide visibility into the network’s health and systems’ infrastructure.
• Execute quality control audits of manually provisioned services to ensure that each account’s provisioning and billing are accurate.
• Complete routine health checks and troubleshoot anomalies on core systems.
• Communicate with other departments and customers regarding the disposition and status of trouble.
• Identify and communicate noticeable problem trends with core systems and troubleshoot to find solutions.
• Work all shifts as needed to sustain a 24/7/365 operation.
• Accept 75% of overtime requested by the supervisor or manager each quarter. This includes holiday coverage for the entire year.
• Provide project management of technical staff in the implementation, installation, configuration, and technical support of network architecture; coordinate projects with other departments and external organizations.
• Manage the workload and room responsibilities while leading a shift without a supervisor’s presence.
• Responsible for triage, detection, and investigation of potential security threats.
• Provide the same level of customer service to Wholesale customers who purchase NOC and/or SOC support from EPB.
• Perform special projects as assigned.