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Requisition Number 18-0100
Post Date 12/28/2018
Title Network Operations Technician
City Jonesboro
State AR

Ritter Communications has been at the forefront of the local communications industry for more than a century. We began providing telephone service in Northeast Arkansas in 1906. Since then, Ritter has been delivering a broad and competitive range of communications services to businesses and residents in Northeast and North Central Arkansas. By providing our Business Services customers with the most innovative and integrated technology and services, we’re dedicated to reducing their costs and maximizing their profits with customized connectivity solutions. Our Residential Services customers enjoy lightning fast Internet speeds, cable TV and HDTV and reliable local and long distance phone service. Our services are delivered and supported by a dependable team of local industry experts.

General Summary:                                                                                                        

Serves as a primary point of contact for all customers, both internal and external providing technical support and customer service.  Responsible for surveillance of the communications network infrastructure, identifying incidents, outages, trends and forecasting future needs.

Essential Job Functions:

  • Monitors network systems including server applications, servers, routers, switches, firewalls, storage devices, cabling, and other network equipment
  • Documents and reports all network incidents and outages according to policy
  • Leads and directs all network-level troubleshooting activities
  • Provides change management of all production network elements
  • Provides remote technical support for technicians for data networks and server applications, IP routing setup and troubleshooting and various customer service issues.
  • Provides customer service and support by sharing technical knowledge and expertise, answering questions and consulting with customers.
  • Provides escalation support for frontline helpdesk representatives
  • Creates various reports regarding bandwidth usage, website usage, and port usage and serverutilization to assist future planning.
  • Participates in a team environment; providing valuable input and suggestions.
  • Understanding of voice networks, both TDM and IP
  • Activates voice and data services across copper, fiber and Ethernet platforms
  • Ability to function in a team environment
  • Ability to follow NOC policies and procedures
  • Strong customer service focus
  • Participates in a 24x7x364 (3) shift rotation

Knowledge, Skills, and Abilities:                                                             

  • Knowledge of computer network system design, development methods, and techniques.
  • Knowledge of SNMP management monitoring software.
  • Knowledge of Basic Ethernet.
  • Knowledge of IP addressing and IP Sub netting
  • Understanding of DHCP.
  • Knowledge of capabilities, utilization, and limitations of data processing equipment.
  • Knowledge of network management practices and procedures.
  • Knowledge of Metaswitch, Cisco, Zhone, Calix or Ciena platforms.
  • Skill in operating various office equipment such as personal computer, various software programs, and telephone systems.
  • Skill in problem solving and resolution.
  • Skill in reading and interpreting technical documents and information.
  • Skill in oral and written communication.
  • Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.
  • Ability to organize and prioritize multiple work assignments.
  • Ability to pay close attention to detail.
  • Ability to make sound decisions using information at hand.
  • Ability to communicate effectively with infrastructure users at all levels and with vendors of infrastructure- related products.
  • Ability to develop routine and special reports regarding network utilization and connectivity.
  • Excitement and willingness to learn new technologies as they become available and constantly advance level of knowledge

Education and Experience:   

  • Bachelor’s degree in Computer Science, MIS or related field preferred.
  • A+, Network+ listed as preferred.
  • 2-3 years technical support listed as preferred.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified candidates are encouraged to apply. M/F/D/V. Ritter Communications is an Equal Opportunity Employer; all qualified candidates are encouraged to apply.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, pension plan, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!

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