US Remote
Vyve is a leading broadband Internet provider serving largely non-urban communities in 16 states. A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI, and hosted voice services to the business community. Vyve serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.
The primary function is to perform front line operations and engineering support to ensure uninterrupted services within our Network Operations Center (NOC). As a member of our NOC team, you effectively troubleshoot and resolve issues related to commercial Optical, Carrier, VIP and fiber-based products. You propel success through accurate diagnostics and efficient repairs using advanced deployment and break-fix methodologies.Duties and responsibilities include the following:
- Follow company guidelines, policies, and procedures.
- Encourage company-wide excellence and growth by actively and consistently supporting all technical efforts to enhance and simplify the client experience.
- Drive the operations center efficiency by performing routine and documented functions and troubleshooting escalations.
- Encourage reliable service through 24/7 shift-coverage surveillance or basic triage based on fundamental technical concepts.
- Ensure accuracy of master service agreements (MSAs) and service lease agreements (SLAs) through service monitoring, assurance and reliability for carrier and commercial clients.
- Resolve undocumented or highly complex issues by identifying and executing processes and procedures and escalating them to higher level technical resources as needed.
- Maximize project productivity through collaboration with other groups and communicating issues and project status
Qualifications
- Comprehension of fundamental technical concepts with analytical, organizational and time management skills.
- Interpersonal communicator with effective issue resolution and critical thinking skills.
- Proven ability using email, ticketing systems, monitoring software, web portals and technology-specific diagnostic tools.
- Ability to read and follow documented processes and procedures.
- Knowledgeable in Microsoft Word, Excel, PowerPoint, Outlook and Visio.
- Effective written and spoken English communication skills with all levels of an organization.
We Proudly Offer
- A friendly and fun work environment
- Communication and training
- Great benefits package
- Courtesy cable (in our markets)
- A culture that encourages growth
