- About local2u
local2u is a leading rural focused telecommunications provider committed to delivering high-quality Home and Mobile Broadband services to communities across the United States. We are dedicated to ensuring that residents in West Virginia, Virginia, South Carolina, North Carolina, and Kentucky have access to fast and reliable internet connections.
- Job Description
Responsible for assessing customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems. Acts in compliance with industry and company technical requirements, standards, policies and procedures. Works under general supervision and may require training and detailed instructions for assigned tasks.
- Core Responsibilities
- Applies knowledge of platforms, networking, and communications to technical problems to find the root cause of technical problems for customers.
- Demonstrates knowledge of process and procedures around systems and possesses critical thinking skills to work independently to solve technical issues.
- Manages, maintains relationships, collaborates, and documents technical problems for internal and external customers to provide the most effective resolution, including escalation if necessary.
- Demonstrates knowledge and ability to troubleshoot and analyze all layers of the OSI model, networking protocols, packet captures signal levels (RF and fiber), DNS, email delivery, VLAN configuration, and is able to collaborate with customers and other ISPs on issues.
- Has a strong applied knowledge of local2u Internet and services delivered over CBRS, Millimeter Wave, Wifi, fiber, or using off-network providers. Demonstrates knowledge and ability to utilize command-line interfaces on multiple devices.
- Demonstrates knowledge and ability to resolve data system issues that are referenced for the local2u website, mobile application, and local2u mobility app.
- Demonstrates a strong applied knowledge of switch troubleshooting, provisioning, and configuration in commercial evident by the ability to manage, troubleshoot, and configure complex call flows.
- Demonstrated knowledge and ability to utilize call traces to identify, trend, and escalate network issues through a solid understanding of SIP & SS7.
- Demonstrates knowledge and ability to identify, prove, summarize, and escalate networking, software, and firmware issues to national engineering partners.
- Regular, consistent and punctual attendance.
- Must be able to work nights and weekends, variable schedule(s), and overtime as necessary.
- Other duties and responsibilities as assigned.
- Willingness to learn additional networking technologies, and protocols as needed, including but not limited to BGP, OSPF, ISIS.
- The ideal candidate will have additional interests in mobile protocols including 3GPP, SIM management, and some level of software development experience, preferable with a moderate understanding of PHP, mySQL, and other programming and database systems.
- Education
- Bachelor's Degree
- While possessing the stated degree is preferred, local2u also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
- Relevant Work Experience
- 4+ Years in networking and related technologies
- Benefits
- Health Insurance provided
- We offer all of our full-time employees in serviceable areas free internet.
- Disclaimer
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
We offer all of our full-time employees in serviceable areas free internet.
local2u is an EOE/Veterans/Disabled/LGBT employer.local2u is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
