Advance Technical Support (ATS) Technician

Love Your Mondays again!

Join the Future of Connectivity with Metronet and Vexus!

Are you ready to launch your career with one of the nation's fastest-growing fiber-optic powerhouses? Welcome to Metronet and Vexus, where we don't just build networks; we build communities.

Recently, Metronet acquired Vexus, and effective January 1^, 2025, all Metronet and Vexus associates will be combined into one organization: Metronet. The Vexus brand will remain during the transition.

Advance Technical Support Technician

As an Advance Technical Support (ATS) Technician, you will facilitate and maintain relationships with Carriers and other VIP customers to own customer support, maintain service, and uphold SLA agreements. You will also use proactive reporting and expert-level troubleshooting to assist customers or internal stakeholders who encounter complex technical issues with products or services.

ESSENTIAL JOB FUNCTIONS:

• Deliver high-quality technical support by diagnosing, troubleshooting, and resolving complex technical issues with efficiency
• Perform 24-hour surveillance and alarm reporting by managing performance monitoring tools to ensure product reliability
• Manage calls, email, and ticket queues related to calls from customers, Vendors, Field Operations, and other internal Metronet departments
• Perform RFC test services for end users
• Provide technical knowledge and ownership during significant incidents and drive quick resolutions
• Apply technical expertise in routing and switching, load-balancing, firewalls, and wireless to consult with Operations Engineering and suppliers
• Maintain an in-depth understanding of the company's products, including software, hardware, and services, to provide practical support
• Participate in training sessions and workshops to improve technical skills and stay updated with the latest technology trends and product updates
• Create and maintain detailed documentation and knowledge base articles related to technical issues and their resolutions
• Collect and report customer feedback to help improve product performance and user experience
• Develop strong working relationships with peers, collateral support teams, and customers
• All other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

• High School diploma or GED required
• 2+ years equivalent work experience in IT/Help Desk/NOC/Telecommunications is required
• Professional level certification preferred (A+, CCNP, CCNA, Net+, MEF, etc.)
• 2+ years' vendor relationship preferred
• Must be legally authorized to work in the U.S.

ADDITIONAL JOB REQUIREMENTS:

• Preferred Accedian and Nokia knowledge
• Must be able to work independently with minimal guidance while focusing on a sense of urgency for customer-impacting issues
• Effective written and verbal communication skills to guide and troubleshoot issues
• Proven ability to work under pressure and handle high-stress environments
• Working second, third shifts, weekends, and overtime as needed, especially during network outages

Join us and find out what it means to love your career!

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Pay Rate - $25/hr.

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