Aureon

Aureon is a leading business solutions provider who connects possibilities to productivity by providing unique and scalable business and technology services for organizations – small and large.  Headquartered in the heart of the Midwest, Aureon offers a comprehensive suite of support services, with a focus on business solutions, technology and consulting services.   This creates many unique career and growth opportunities for our employees! 

Aureon has an opening for a Network Operations Center Technician. The Network Operations Center is the first point of contact for member companies and customers in the resolution of technical problems. The NOC Technicians work directly with Carriers, LEC, Retail and Wholesale customers.

Duties and responsibilities include:

  •  Assist member companies and customers with resolving fiber optic circuit, telephone and IP networking equipment problems through monitoring and clearing of alarms from fault management systems while documenting work in trouble ticket applications.
  • Responsible for maintaining a high level of professionalism with customers and work to establish a positive service experience with every caller.
  • Provide proactive customer service and problem resolution to ITCs, LECs, and Enterprise level business customers including both Retail and Wholesale customers.
  • Analyze, triage and troubleshoot alarms received internal monitoring systems.
  • Take ownership of assigned tickets, communicate and follow-up with customers within acceptable time frames during the life of each ticket.
  • Escalate trouble tickets to internal departments and external companies to correct service interruptions and ensure escalations are handled in a professional, consistent and relentless manner.
  • Interface with Aureon departments to assist in the turn up of new services and resolve service problems.
  • Perform daily scheduled maintenance procedures on various pieces of equipment
  • Independently work 7 x 24 shift rotation including 12 hour weekend shifts
  • On-Call duties as needed for large network outages
  • Overtime regularly required

EDUCATION, TRAINING, AND EXPERIENCE:

REQUIRED

  • High School Diploma or equivalent
  • Minimum two-year technical degree in electronics, telecommunications or computer sciences; plus two years technical, military training, cable television or telephony experience in fiber optics or IP Networking, or combination of equivalent education and experience
  • Knowledge of wired or wireless telecommunications network architecture

 Preferred

  • Two or four-year college degree in the electronic communications field.
  • Northern Telecom DMS10/100/200/500a or similar TDM switch experience
  • Knowledge of TCP/IP, PPP, TI, Routers, CSU/DSU’s, Ethernet, cabling terminal servers and dial-up network technologies
  • Knowledge of CATV, IPTV, VOIP or other advanced telecommunications application

 REQUIRED SKILLS:

  • Highly organized and multi-task oriented. Ability to perform multiple tasks simultaneously, often changing assignments on short notice
  • Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional, timely and courteous manner.
  • Excellent written and oral communication skills. Must be able to efficiently utilize all available resources to provide effective solutions and explore all possibilities to facilitate the best decision
  • Ability to perform a variety of tasks, often changing assignments on short notice
  • Must be able to work independently with little or no direct supervision and contribute to a team environment.
  • Ability to make sound decisions using the information at hand
  • Strong trouble resolution and problem solving skills
  • Flexible in meeting departmental 7x 24 work schedules

TOOLS, EQUIPMENT AND SOFTWARE:

  • Demonstrated knowledge of personal computer applications Microsoft Windows and Microsoft Office, including Microsoft Outlook
  • Knowledge of Unix and other Operating Systems and equipment command languages
  • Database structure and administration
  • Hand tools and electronic test equipment

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

  • Primarily indoor work, primarily in office environment
  • Frequent utilization of manual dexterity and visualizing of computer screen
  • Occasional bending, carrying, squatting, twisting and lifting up to 75 pounds independently. Must be able to climb ladders and stairs
  • 7x24 Shift Rotations
Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at
Phone: 515-645-6986
Email: corporatehr@aureon.com

Equal Opportunity Employer, including disabled and veterans.

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