Job description

Are you looking for an opportunity to join a company that values people and innovation while placing the highest priority on enhancing the lives of their customers and community? Are you a motivated, passionate, and highly skilled technical and engineering talent with a compelling urge to serve a meaningful purpose and to make a difference? At EPB, we put our customers, employees, and community first. We are dedicated to developing diverse, high-performing people who are passionate about what they do. If this sounds like you, we invite you to learn more about how you can join our team and grow with us.

PURPOSE

The Network Operations Engineer I is responsible for monitoring and maintaining all network systems and services, including but not limited to Internet, Email, Hosted Wi-Fi, Telephone, and Video. The Network Operations Engineer I is responsible for providing quality control and routine health checks to maintain exceptional reliability to core equipment and GPON fiber optic services. In addition, they will constantly strive to improve EPB’s operations by identifying ways to improve systems and processes to monitor and provision network elements and serve customers.

DUTIES AND RESPONSIBILITIES

-Monitor all aspects of the legacy and GPON networks from the Headend to the customer's premise.
-Respond appropriately to alarms and failures within the network and other systems.
-Manage the communication of scheduled maintenance and unplanned outages between vendors, customers, and internal teams.
-Interact with maintenance crews and vendors during periods of planned maintenance and unplanned outages.
-Identify, diagnose and repair complex problems with systems providing Internet, Email, Hosted Wi-Fi, and Video services based on existing runbooks.
-Identify, diagnose and repair complex problems with Telecom services, including POTS, DS1, DS3, PRI, VoIP Phones, IADs, and SIP Trunks based on existing runbooks.
-Interact with customers, vendors, carriers, and EPB Engineers to diagnose, escalate, and resolve issues with various systems.
-Provide an escalation path and support for residential and business complex services while providing training and feedback for the development of expertise within Technical Operations.
-Develop and maintain system documentation, including diagrams, standard operation procedures, and implement, design, and own new reports to provide visibility into the health of network and systems' infrastructure.
-Execute quality control audits of manually provisioned services to ensure that each account's provisioning and billing are accurate.
-Complete routine health checks and troubleshoot anomalies on core systems.
-Communicate with other departments and customers regarding disposition and status of trouble.
-Identify and communicate noticeable problem trends with core systems and troubleshoot to find solutions.
-Work ALL shifts and overtime as needed to sustain a 24/7/365 operation.
-Accept 75% of overtime requested by the supervisor or manager each quarter. This includes holiday coverage for the entire year.
-Provide project management of technical staff in the implementation, installation, configuration, and technical support of network architecture; coordinate projects with other departments and external organizations.
-Manage the workload and room responsibilities while leading a shift without a supervisor's presence.
-Responsible for triage, detection, and investigating potential security threats.
-Provide the same level of customer service to Wholesale customers who purchase NOC and/or SOC support from EPB.
-Perform special projects as assigned.
EDUCATION and/or EXPERIENCE

-Bachelor’s Degree in a related technical field is preferred or an equivalent of 6+ years of experience working in a network operations center, networking background, video headend experience, systems administration, cybersecurity experience, or telephony knowledge.
-Strong computer skills, including experience with hardware and software, including Windows, Internet Explorer, and Microsoft Office Products.
-Excellent analytical, troubleshooting, problem-solving skills are required.
-Excellent interpersonal, written, verbal, presentation, and time management skills are required.

CERTIFICATIONS & OTHER REQUIREMENTS

-Will be required to pass the 12-14 week onboarding training class, acquire an ESA alarm license, pass the Network+ and Security+ certification tests, complete the Metaswitch Overview class, and complete Splunk Fundamentals class.
-Ability to work day and night, including weekends.
-Ability to learn and become proficient in other business software systems utilized at EPB.
-Diligence and attention to detail are essential skills, along with an ability to multi-task and prioritize work appropriately.

BENEFITS
You’ll enjoy competitive compensation including an outstanding benefits and perks that fit your life, including:

• Health, Dental, Vision and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities
• Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
• Financial savings programs that help you plan your future - 401K, Plus a Pension Program
• Volunteer Opportunities

WHO WE ARE

Recognized by J.D. Power among the best in the country for customer satisfaction four years running, EPB is one of America’s largest publicly-owned energy providers. EPB is also the pioneering communications company that surprised the nation by being the first to offer gigabit speed internet services comprehensively to all residents and businesses in our market—four years before Google Fiber launched its first deployment. EPB delivers internet speeds of up to 10 gigabits per second as a standard offer to both homes and businesses along with television and telephone services.

With the fiber optic network as the communications backbone we deployed the most advanced and automated smart grid power distribution system in the U.S. As a result, EPB has become a major research partner for the U.S. Department of Energy and Oak Ridge National Laboratory for field-testing technology and best practices including the deployment of cutting-edge smart grid equipment, micro-grid control systems, integrated storage, and much more.

A GREAT PLACE TO CALL HOME
EPB is located in Chattanooga, TN, a city that Outside Magazine called the “Best Ever.” Built along both sides of the Tennessee River in a valley surrounded by mountains, Chattanooga is well known for its scenic beauty and outdoor recreation along with having the world’s fastest internet which earned it the name “Gig City.” Chattanooga also offers award-winning, downtown living, a thriving food scene, and a surprisingly low cost of living with no state income tax. As a result, Liviability.com includes Chattanooga among its Top 100 Best Places to Live and Top 10 Downtowns.

Job Type: Full-time

Pay: From $66,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Night shift
• On call

Ability to commute/relocate:

• Chattanooga, TN 37404: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Network monitoring: 3 years (Required)

Work Location: One location

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