Network Technical Assistance Center Technician I

Organization: Mercury Broadband is a leading provider of high-speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing the need for Broadband Internet access in rural America. A hybrid approach to serving these "last-mile" customers was developed by extending high-capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today, Mercury Broadband’s rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest.

Position Summary: The NTAC Technician I at Mercury Broadband will be responsible for proactively addressing network-related issues and providing technical support across various divisions of the Company. This role requires monitoring, troubleshooting, and resolving network alarms and performance deviations for subscriber networks, which include multiple technologies such as FTT-X, WiMAX, and LTE wireless equipment in multiple frequency bands. The technician will assist in supporting customers, field service teams, and high-value clients while ensuring efficient network operations. This requires flexibility in working hours to provide 24/7/365 support.

Location: Mission, KS

Position Type: Full-time, Hourly

Compensation: Competitive pay

Benefits: Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training

Key Responsibilities:

• Provide Level 2 support for Customer issues, including basic to advanced troubleshooting, trouble isolation, and testing
• Take handoff of customer calls from Support
• Database entry and updates
• Assist Field Services with CPE installation and provisioning of fixed wireless access or fiber services
• Drive test troubleshooting
• Support the installation and configuration of CPE devices for both the FWA and Fiber networks
• Support the installation and configuration of network equipment to include, eNodeB and backhauls
• Monitor the network for operating issues involving failures, degradation, and event correlation
• Identify and prioritize repair issues in accordance with established procedures.
• Take corrective action to ensure connectivity and minimize downtime while engaging other teams as needed.
• Coordinate timely dispatch and escalate open issues with other technicians, departments, and vendors
• Use a combination of various tools to correlate multiple faults into singular network impairments.
• Perform remote resolution to faults through various element management systems
• Creation and routing of network tickets to appropriate designated fix agents, including field technician dispatch, departments, and vendors
• Document issues and resolutions using the Company's ticketing system, recording data for future reference throughout the ticket life cycle
• Able to work flexible hours and be part of an on-call rotation for off-hour and weekend support.
• Support the change management process for implementing improvements throughout the network, documentation, implementation, and oversight
• Support the Return Merchandise Authorization process with vendors
• Provide support during network incidents executive notifications, customer notifications, support tower services with restoration efforts, and ticket documentation
• Other duties as required by management

Skills and Requirements:

• Previous experience in a 24/7/365 NOC environment preferred
• Entry level position
• Experience managing and monitoring RAN systems
• Basic knowledge of Unix operating system and command structure
• Basic knowledge of IP routing and protocols and basic knowledge of network concepts and topologies
• Experience with using an EMS, NMS and understanding of alerts and notifications
• Experience using remote access software
• Experience using a trouble ticket tracking system
• Excellent verbal and written communication skills
• Excellent customer service skills
• The position is required to work from the company’s Mission office
• NOC technicians will be required to participate in an on-call rotation
• Demonstration of a “customer first” attitude

Education Requirements:

• A high school diploma or general education degree (GED) is required; formal technical education is preferred.
• High School Diploma or equivalent required; formal technical education preferred.
• Associate’s or Bachelor’s degree in Information Technology, Networking, or a related field preferred.
• CompTIA A+ Certification or equivalent experience preferred.
• CCNA Routing and Switching or relevant certification is a plus.

Physical Requirements:

• Ability to sit at a computer terminal for extended periods.
• Occasional lifting and handling of equipment may be required.
• Regular, predictable attendance is required.

Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request accommodation.