Nelnet NTAC Engineer I in Lincoln, Nebraska
At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our fiberhoods.
We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and work-life balance is an everyday practice.
This department is a hub between Customer and Technical Support, Network Operations and Engineering. Position interfaces with other ALLO departments, outside vendors, and most importantly ALLO Customers. A highly technical individual working in this role will have direct impact on resolution of complex customer issues and technical support troubleshooting processes at ALLO
Troubleshoot with ALLO Subscribers who are having issues with video, phone, and data services utilizing all available diagnostic tools.
Resolve complex data problems that involve local network issues, email issues, router trouble and other equipment and/or software configurations.
Utilize reasoning and critical thinking skills, identify fix and resolve user issues.
Assist, coach, and train all support representatives on work-related procedures and products.
May review tickets for potential system issues to escalate to different group as needed. May assist with error trending, analysis and feedback sessions
Works with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
Needs to be able to provide exceptional customer service, works various schedules including on-call support and performs other duties as assigned
Supports all department and company goals and objectives
Associates Degree or equivalent work/military experience
Telecommunications or related field
A combination of education and experience is acceptable
3-4 years of Customer Service experience
1-2 years of Technical Support experience preferred
Certifications in related subject matters, examples include but not limited to A+, N+, CCNA, etc. preferred
Experience in supporting applications and equipment in a helpdesk environment preferred
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
Experience working with and supporting platforms desired: Calix E7, Metaswitch CFS & Perimeta SBC, Ericsson Mediaroom
Experience supporting a GPON and Active Ethernet access network as troubleshooting residential wireless routers
Excellent understanding of the technical fundamentals of the Internet. You should have a solid knowledge of protocols such as SIP, H.248, BGP, OSPF and Multicast as well as the ability to use diagnostic tools such as traceroute, ping, and dig.
Industry Certifications desired: A+, N+, CCNA, etc.
Strong leadership/administrative skills (multitasking, planning, and organizing) a plus
LAN/WAN networking experience - Ethernet Circuit Knowledge
Advanced computer skills
Strong verbal and written communication skills
Strong interpersonal skills
Strong knowledge of scripting languages
Good troubleshooting skills and methodologies
Experienced in analyzing issues, distilling and communicating their relevant aspects
Ability to identify risks/issues and develop recommendations for resolution
Shift work and on-call flexibility
Attention to detail
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK (http://nelnetinc.com/careers/benefits/) .
Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Corporate Recruiting.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or email@example.com .
Nelnet is a Drug Free and Tobacco Free Workplace.
Nelnet is a leading student loan servicer – but we’re even more than that. We’re a professional services company, telecommunications innovator, and K-12 and higher education expert (and that’s just the shortlist). For over 40 years, we’ve been serving our customers and making their dreams possible.
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