Job Description

The Technical Support Representative provides Tier 1 and Tier 2 support to customers of CVEC Fiber. Provides in-depth troubleshooting and acts as the technical subject matter expert in projects involving the home/business installation, including internet, phone, and any other services provided by CVEC Fiber. Maintains and updates technical documents to ensure the Member Service Representatives' Tier 1 and Tier 2 knowledge is current.

Essential Functions:

• Performs network support, hardware configuration, and validation of network related devices such as ONT's and routers, network interface devices, VoIP, SIP, Hosted Voice, and analog voice services including LNP requests.
• Evaluate network alarms and problem situations, resolves the issue as required and escalates to other levels for resolution.
• Work with other team members to resolve incidents and ensure timely resolution.
• Process all service requests for new or modified services as they are required.
• Monitor open trouble incidents and ensure timely resolution.
• Monitor network components (routers, switches, and other items).
• Identifies problem and risk areas and be able to advise management of actions required to mitigate their impact.
• Notify management of major network outages and resolutions.
• Supports tier one technical support by providing continuous and accurate information to front line employees.
• Provides tier two support to customers so they can access the network successfully. Provides in-home technical support for customers who need additional help after installation.
• Assists with tier three coverage.

Education & Experience:

• High school diploma or equivalent required.
• Previous telecom experience preferred.
• 3 or more years of experience in technical support.
• Must have and maintain a thorough knowledge of Windows operating system and Microsoft Office Product. Knowledge of Juniper and Calix products preferred.

A complete may be provided upon request.

Applicants needing accommodation of a paper application may contact Kendi Cox, 405-230-1455.

This institution is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled

• Canadian Valley Electric Cooperative is building a team for a transformation in utility operations. We are on the move to support evolving member/customer needs, embrace grid automation, enhanced communications and positioning for significant economic growth in the areas East of Oklahoma City.
• Our people are passionate about putting members first and are committed to service excellence in under-served areas. Ideal candidates continually challenge the status quo and raise the level of service through process improvements and technical innovation.
• Canadian Valley Electric Cooperative provides metropolitan services and jobs to our rural communities. Our continuing commitment to community and charitable outreach is a testament to our deep investment in the communities we serve.
• Canadian Valley Electric Cooperative serves approximately 24,000 meters and 19,000 members in 10 Oklahoma counties. CVEC is consistently in the top 5 lowest cost power providers in Oklahoma. We provide safe, reliable, and affordable energy to our members with conservative financial practices and sound infrastructure investments.
• CVEC Fiber is a subsidiary of Canadian Valley Electric Cooperative. CVEC is commencing a $100 million dollar fiber to the home broadband network.

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