Job Description:
Provide end to end support on all 911 system equipment located at company and customer premise for services under the HT general tariff for 911 services statewide including maintenance of hardware/software, preventive maintenance, analyzing systems operation and performance, and evaluation of system metrics. Provide support services (maintenance, operational) on other systems and network equipment hosted at the Network System Computer Center (NSCC) as required. Responsible for direct end user support of all systems located in the NSCC.
General Duties:
Duties include but are not limited to the following:
- Respond to trouble reports on 911 system. Work with Customer to collect, analyze, interpret, and document system trouble reports. Work with system vendor to escalate as appropriate system problems and provide supporting documentation for further analysis. This activity may require interisland travel.
- Schedule, perform, and document preventive maintenance on the 911 system (including CPE equipment provided by HT) under the 911 tariff utilizing consoles and remote network access to interrogate the system and clear/review system logs for possible trouble. This activity may require interisland travel.
- Subject to afterhours call out on 911 system equipment/software failures to maintain service levels. This activity may require interisland travel.
- Maintain Network equipment in support of the COAM network utilized for network surveillance and access to the PSTN elements operated by HT.
- Maintain system equipment on the Rockwell ACD system used to deliver inbound calls to the call centers including preventive maintenance, installing new ACD consoles, and maintenance of existing call center console equipment.
- Maintain other miscellaneous systems located in the NSCC for operations and network(PSTN) support functions as required.
- Provide support to ENOC on network related failures. Install/update software/equipment in support of systems listed above. Data collection and analysis from telephone subscribers in correcting 911 records. Provide MIS/statistical data on work center activities in support of 911. Respond to other departmental requests for assistance with supported systems in the NSCC.
- Installs, operates, maintains and repairs communications equipment such as digital and analog carrier and switching systems, private line and special services circuits, microwave and associated equipment, trunking equipment, fiber optics systems, alarm systems, test equipment etc.
- Uses a variety of test equipment to isolate, identify and clear troubles as required.
- Responds to service affecting situations and user information inquires.
Employee Qualifications:
Education, Work Experience and/or Certification:
- Two years' experience in one or a combination of: Electronics Equipment Installer, Customer Service Specialist, Customer Zone Technician I; OR
- Three years' experience in one or a combination of: Customer Service Technician, Service Facility Technician, Station Technician; OR
- Certified successful completion of recognized technical training (civilian or military) in electronics technology.
- Experience in electronics, MPLS, LP Mainframe apps, Interface, VoIP, preferred.
Tests ‑ Results obtained in standard tests for this position must meet minimum requirements established by the testing program.
Physical Requirements -- Must perform actions listed.
- Ability to lift and carry ladder, tools, test equipment, etc.
- Ability to identify and distinguish colors.
- Ability to identify and distinguish audio tones.
- Ability to climb ladders.
NOTE: The individual cannot have physical handicaps which would interfere with the performance of regular and routine duties of this job.
Valid driver's license. Must be able to operate manual transmission and four wheel drive vehicles.
Other Job Work Conditions:
- Indoor‑outdoor work.
- Weekday, weekend and holiday work tours including day, evening and night hours.
- Subject to overtime and callout.
Hourly Rate: $21.68 - $41.95