Technical Support Rep I - 3rd Shift

Information Technology FORT WAYNE, Indiana

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Description

Technical Support Rep I
As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us! 
What we’re seeking:
Frontier Communications is seeking a Technical Support Rep I. The Technical Support Rep I is responsible for monitoring the core network, systems, and jobs and reacting to alarms/events generated within an infrastructure monitoring platform based on corresponding procedures. You'll be part of a team that is responsible for 24x7x365 maintenance and monitoring of our networks, applications, and systems. As part of this team, you will monitor and maintain numerous complex multi-tiered Network environments that deliver content to desktop, mobile, and server platforms. In this in-person role, you will be required to report 6430 Oakbrook Pkwy, Fort Wayne, IN to complete your work responsibilities.
 
What we need in you:
In this Technical Support Rep I role, you'll need to be very comfortable using Microsoft Office Suite in order to troubleshoot technical issues that arise with Frontier's internal systems. Someone with strong communication skills and a sense of urgency along with their technical background will be successful in this role. We also need someone who can work from 7 pm - 7 am EST. 

 

What you’ll do:

  • Core network monitoring functionality to include but not limited to all Frontier network routers switches, hubs, and wired and wireless network peripherals. Monitor, identify, resolve, and/or escalate alerts to appropriate teams for resolution
  • Monitor, identify, resolve, and/or escalate alerts on all operating system platforms, including AS400, UNIX, and Intel environments utilizing BMC Patrol
  • Responsible for identifying problems as they occur, work with level 2 support personnel to ensure proper steps are taken to resolve problems outside of scope
  • Responsible for following procedures for processing batch files, troubleshooting and reporting errors; utilizing CA Autosys, HelpSystems Robot tools
  • Monitor, and identify application health check failures, and ensure appropriate processes are followed to resolve failures
  • Manage tape media environments to ensure backups are successful, copies of backups are rotated to offsite locations and scratch media is available
  • Monitor Data Center environmental conditions, performing escalations as required

  

What we offer:

Nothing is more important to our success than the team that built it. That’s why we provide benefits to keep you and your family well. Some of which we’re most proud to offer includes:

  • Salary Range:  $45,000 to $99,000
  • 20 PTO (Paid Time Off) days + 10 paid holidays per year 
  • Day one medical, dental, vision and prescription drug plan 
  • 401k match of 50% on 6% of eligible compensation 
  • Tuition Assistance Program 
  • Personal & Work Life Balance Resources & Wellness Support Assistance 
  • Employee Resource Groups 
  • Same-sex spouse and domestic partner benefits coverage 
  • 10 weeks of paid parental leave, & a phased return to work program for new parents 
  • Up to $10k in adoption program assistance 
  • 3 weeks of paid caregiver leave

 

What background you should have:

  • Associate's degree or 1-3 years experience in the operation of computer equipment and systems.
  • Functional understanding of TCP.P network protocol
  • Working knowledge of standard and non-standard network troubleshooting tools and processes (e.g. ping, Solar Winds - Orion, etc.)
  • 1-3 years of working experience in a large-scale Network Operations Center (NOC).
  • General knowledge of ping, tracers, and other network troubleshooting commands
  • Working knowledge of NOC environments.
  • Familiarity with the ITIL framework.
  • General knowledge of the Crisis Management Process
  • General knowledge of UNIX, Intel, AS400 operating system internals, system manager tools; account/file maintenance; user level commands and utilities
  • Excellent customer service, communication, and interpersonal skills
  • Proficient in Microsoft Office and other tools such as (Exchange, Excel, Word, Share Point)
  • Ability to understand and carry out oral and/or written directions

Desired Skills and Experience:

  • Ability to communicate effectively and work independently
  • Customer-focused and team-oriented with excellent written and communication skills.
  • Exceptional organization skills
  • Problem-solving skills are an inherent skill required
  • Self-motivated and an independent worker and thinker with strong troubleshooting and analytical skills. Proven ability to prioritize and execute tasks effectively in a fast-paced environment

 

Special Concerns:

  • Team provides on-site 24x7 365-day coverage, and must have the ability to work a schedule consisting of weekends, twelve-hour shifts, and rotating holidays. This position may require limited and infrequent travel. Position may also require lifting up to 25 lbs and walking long distances across the data center floor

 

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and value different from what we've outlined, we encourage you to apply and join us in our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

 

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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