Job Posting for Technical Support Representative at Canadian Valley Electric
The Technical Support Representative provides Tier 1 and Tier 2 support to customers of CVEC Fiber. Provides in-depth troubleshooting and acts as the technical subject matter expert in projects involving the home/business installation, including internet, phone, and any other services provided by CVEC Fiber. Maintains and updates technical documents to ensure the Member Service Representatives’ Tier 1 and Tier 2 knowledge is current.
Essential Functions:
Performs network support, hardware configuration, and validation of network related devices such as ONT’s and routers, network interface devices, VoIP, SIP, Hosted Voice, and analog voice services including LNP requests.
Evaluate network alarms and problem situations, resolves the issue as required and escalates to other levels for resolution.
Work with other team members to resolve incidents and ensure timely resolution.
Process all service requests for new or modified services as they are required.
Monitor open trouble incidents and ensure timely resolution.
Monitor network components (routers, switches, and other items).
Identifies problem and risk areas and be able to advise management of actions required to mitigate their impact.
Notify management of major network outages and resolutions.
Supports tier one technical support by providing continuous and accurate information to front line employees.
Provides tier two support to customers so they can access the network successfully. Provides in-home technical support for customers who need additional help after installation.
Assists with tier three coverage.
Education & Experience:
High school diploma or equivalent required.
Previous telecom experience preferred.
3 or more years of experience in technical support.
Must have and maintain a thorough knowledge of Windows operating system and Microsoft Office Product. Knowledge of Juniper and Calix products preferred.
A complete job description may be provided upon request.
Applicants needing accommodation of a paper application may contact Kendi Cox, 405-230-1455.
This institution is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled
Canadian Valley Electric Cooperative is building a team for a transformation in utility operations. We are on the move to support evolving member/customer needs, embrace grid automation, enhanced communications and positioning for significant economic growth in the areas East of Oklahoma City.
Our people are passionate about putting members first and are committed to service excellence in under-served areas. Ideal candidates continually challenge the status quo and raise the level of service through process improvements and technical innovation.
Canadian Valley Electric Cooperative provides metropolitan services and jobs to our rural communities. Our continuing commitment to community and charitable outreach is a testament to our deep investment in the communities we serve.
Canadian Valley Electric Cooperative serves approximately 24,000 meters and 19,000 members in 10 Oklahoma counties. CVEC is consistently in the top 5 lowest cost power providers in Oklahoma. We provide safe, reliable, and affordable energy to our members with conservative financial practices and sound infrastructure investments.
CVEC Fiber is a subsidiary of Canadian Valley Electric Cooperative. CVEC is commencing a $100 million dollar fiber to the home broadband network.
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