Switch Support Technician

East Kentucky Network – Appalachian Wireless

Job Description

Job Title:                    Switch Support Technician    

Department:             Technical Operations

Reports To:               Technical Operations Manager

FLSA Status:            Non-Exempt

EEO-1:                       06-Administrative Support Workers

 SUMMARY:            

This position would be responsible for assisting with trouble tickets from employees that may need assistance with switch related issues.  This position would also assist Cell Site Technicians in their field work by turning up/down radios, checking alarms, configuring alarms and other related work and may be called upon to support switch maintenance work as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Assist with troubleshooting and resolution of trouble tickets from CSR’s, RSA’s and/or other employees who require assistance that is switch-related
2. Assist our cell site technicians with their work at our cell sites (i.e. turning up/turning down radios, checking site alarms, troubleshooting antennas, etc.)
3. Work with switch technicians on maintenance window activities (i.e. firmware/software upgrades/patches, troubleshooting issues, etc.)
4. Proactively monitor the MTX, CDMA & LTE networks for alarms so they can be tended to more efficiently
5. Record feedback from Ericsson regarding network changes (i.e. antenna down tilts, antenna azimuth changes, etc.) and submit those changes to the Cellular Maintenance Supervisor
6. Work with drive-testing team to identify anomalies in our voice/data networks

EDUCATION and/or EXPERIENCE:

1. Position requires an Associate’s Degree (A.A.) or equivalent from a two-year college or technical school;
2. Minimum 1 year experience; or equivalent combination of education and experience.
3. Basic knowledge of the MTX Switch
4. Basic understanding of the trouble ticketing process and ability to communicate appropriate responses to customer support personnel
5. Knowledge of the CDMA Base Station Manager
6. Knowledge of LTE Operation Support System

NICHE SKILLS:

Requires basic technical or professional experience specific to wireless communications or related industry.  Requires knowledge of industry terminology and general operating procedures relative to one’s own job.  Average recruitment period is more than 3 months with maximum recruitment effort.

MENTAL EFFORT AND ANALYTICAL ABILITY:

Position requires a relatively high level of mental effort or analytical ability in order to find solutions to difficult human, technical or administrative problems.

VISUAL AND/OR PHYSICAL STRAIN:

Work frequently produces a high level of mental, visual and/or physical fatigue between 21% and 50% of work time.

CONTACTS WITH OTHERS:

This position very frequently (51% to 80% of work time) requires contact with others within and/or outside the company.   Important matters are discussed and/or decisions made.  The overall success of the Company is likely to be influenced as a result of these contacts.

INDEPENDENT JUDGMENT AND CONSEQUENCE OF ERROR:

Work is performed in accordance with specific procedures but incumbents must set priorities, organize work and make occasional exceptions.  Errors are identifiable but have relatively moderate impact in terms of cost, time, money or public/employee good will.

SUPERVISORY RESPONSIBILITIES:

Position has minimal or no responsibility for the work of others.  Where there is responsibility, work done by subordinate Associates is primarily simple or routine in nature.  Supervision requires frequent contact to assign, prioritize and check work.

WORK CONDITIONS:

Job involves occasional exposure to one or more unpleasant (noise, dust, etc.) or hazardous conditions 6% to 20% of total work time.

PHYSICAL AND MENTAL ABILITIES REQUIRED TO PERFORM ESSENTIAL DUTIES:

Climb stairs and/or ladders

Lift boxes weighing approximately 5 to 30 pounds

Work under pressure in order to meet strict deadlines or respond to emergencies

Differentiate between colors

Communicate orally and in writing in an excellent manner

Operate general office equipment (i.e., fax machine, photocopier, computer printer) stationed between 3 and 4 feet high

Quickly and accurately access and enter information using an automated system.

Sit for long periods of time

Comprehend and apply complex information

Concentrate for prolonged periods of time

Maintain attendance according to company policy

Provide on-call services upon short notice

This Job Description is to be used as a guide for accomplishing Company objectives.  The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position.  It is recognized that other related duties not specifically mentioned may also be performed.  The inclusion of those duties would not alter the overall evaluation of this position.

East Kentucky Network, LLC is an equal opportunity employer. All qualified applicants shall receive consideration without regard to race, color, religion, sex, age forty (40) and over, disability, veteran status, national origin, or any other characteristic protected by law.