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NOC OSC Technician

Location: San Marcos, TX
User: Anonymous
Published: 10/16/14

Grande Communications is a Texas-based broadband communications company that offers a full suite of Internet, TV and Phone services for residential and business customers. Like the Texans we serve, we're proud of our independent, 'can-do' attitude that has enabled us to serve over 140,000 customers in communities big and small across Texas. Providing superior employee and customer satisfaction is not easy, but it is the path Grande chooses to take. "Here for You" means we deliver the customer service that our communities deserve as well as competitive pricing and reliable services. It also means that we are dedicated to providing employees a superior career opportunity! Grande's values support our unique dedication to superior customer service.

At Grande:
*We take care of our customers.
*We take care of each other.
*We do what we say we are going to do.
*We have fun!

Grande provides competitive pay and a comprehensive and competitive benefits package. Grande proudly embraces diversity and is an Equal Opportunity Employer!

TO APPLY: Go to www.mygrande/careers and apply to job #889.

Grande Communications has an exciting career opportunity for a Network Operations Center OSC Technician. This position is responsible for providing 1st level trouble resolution for Enterprise customers and 2nd level escalation trouble resolution for escalated data issues from the Technical Support Center or Field Operations Technicians. The position will also provide first level escalation trouble resolution on Grande's internal access, transport and data network. Responsibilities include the following:

•Providing 1st level escalation trouble resolution for Enterprise and Grande Fiber network customers on high capacity wired and optical point-to-point circuits as well as Direct Internet Access, Transparent LAN, and Enterprise Voice over IP services.
•Providing 2nd level escalation trouble resolution for escalated Fiber-to-the-Home, Cornerstone, Marconi, CMTS, DSLAM, DMS and provisioning and trouble shooting systems and applications.
•System provisioning and activation of Grande Enterprise Data and Voice Over IP customer services.

•High school diploma or equivalent. Associate degree in computer or telecommunications field preferred or two years of equivalent relevant experience.
•Requires experience with a trouble ticket system such as Remedy as it relates to network outage conditions, Enterprise and escalated customer tickets, and internal network issue tracking and resolution.
•Prior work experience in working high pressure outage conditions or high demand work load and being able to multi-task multiple network and troubles.
•Requires some knowledge of optical transport and data networks, distribution systems, components and operations, and the provisioning and network element systems.
•Requires some knowledge, experience and troubleshooting on retail DSL, cable modem and dial-up networks and systems.
•Requires experience with Class 5 SDMS ad Soft Switch knowledge or comparable systems.
•Requires some knowledge of all access equipment, and the systems, tools, and applications used to provision such access equipment.
•Requires analytical, organizational, problem solving and courteous communication skills.
•Must be able to work shift work and 24/7 on-call support shifts.

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