IT Support Technician

Department: OptimERA Tech

Terms: Full-Time

Purpose of Position: IT Support Technician will work under the direction of the Technology Branch of OptimERA Inc., under direct supervision of the CTO or other supervisors as directed.  IT Support Technicians will facilitate day to day operations by servicing all IT needs of the company and its customers and clients, supporting maintenance tasks, field service calls, and aid in any task requiring technical assistance.  IT Technicians may be tasked with support of contract support of customer sites and service-related support calls for service contracts. The ideal Technician is highly self-motivated, professional, and capable of taking and following direction, asking questions, and prioritizing tasks in a fast-paced environment. Technicians shall be able to interact directly and indirectly with customers and vendors in a professional manner to help remedy service-related issues with a strict level of confidentiality.

Position's Customer(s): Service level customers, management, internal employees, vendors, and Accounting

Duties of Position:

• Daily Tasks - 50%
  • Perform routine checks of Operation Sites
  • Assist with service calls and carry-out troubleshooting of customer services, both remotely and in-person
  • Perform general maintenance of customer equipment related to Service Agreements
  • Perform routine site maintenance; Cable organization, UPS checks, inventory, cleaning, and other duties as assigned.
  • Assist with new installation/configuration of networking components for consumer level fixed-wireless and dedicated service connections at customer locations

• New Site Installation and Development – 10%
  • Assist with site visits to new locations
  • Assist with development of network hardware material take-offs specific to new site construction
  • Mobilization and inventory of materials received.

• IT Services Contracting – 30%
  • Customer outreach and engagement
  • Trouble calls
  • Updates and upgrades as needed.
  • Consulting on IT direction and advise on proper procedures.
  • Client record keeping

• Documentation and Reporting - 10%
  • Organization, documentation and orderly filing of installed Equipment and associated manuals and reference materials
  • Documentation and labeling and recording of cabling and network hardware
  • Firmware and software revision tracking and maintenance
  • Ongoing education to improve operations

Job Qualifications:

Desired Knowledge, Skills and Abilities:

• Experience with the industry and technologies related to the development, deployment, and operation of a telecommunications company is beneficial
• Familiarity with wireless communication technology, both licensed and unlicensed is advantageous.
• Familiarity with mobility communication technology is advantageous.
• Experience with troubleshooting networks and associated services
• Strong organizational, problem-solving skills and multi-tasking abilities
• Cabling and pinout for various media (Ethernet, Fiber, RF cabling)
• Routing and Switching with IPV4, VLANs, MPLS, VPLS, BGP etc.
  
• Experience editing configurations in .ini, yaml, xml, and other text formats
• Firewall maintenance and troubleshooting
• Knowledge of AAA technologies (RADIUS, LDAP, Active Directory)
• Basic, user level knowledge of Database systems (MySQL, PostgreSQL etc.)
• Windows systems, networking and file shares including Sharepoint, outlook and programs.

Certifications or industry experience:  

• MS Enterprise Admin Expert or equivalent is advantageous
• Experience with text consoles (Linux, BSD, routers etc.) and GUI management systems is advantageous
• User level experience adequate to support users with Windows, Android, and Apple devices

Minimum qualifications:

• Bachelor of Science in a technical field (engineering, computing etc.)
• 2 years Information and Technology experience is required.
• Experience in similar roles may be substituted for degrees.

Reporting Relationships:

Position reports to: Chief Technology Officer or Direct supervisor as assigned

Number of Direct Reports (if applicable):   N/A

Physical Requirements: Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.  Clarity of vision to see near, mid-range, and color.  Ability to use a computer monitor throughout the course of a normal workday, perform repetitive keyboarding activities and operate general office equipment.  Must have the ability to communicate orally, both in person and over the telephone. Ability to lift and carry up to (50) lbs. and work in cramped spaces. Sufficient balance for occasional use of a step ladder. Sufficient hearing, vision, depth perception, and hand-to-eye coordination to perform job duties.  Visual and auditory acuity necessary to operate equipment and identify color-coding.  Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.) Sufficient strength, dexterity, and coordination to perform job duties.

Working Conditions: Position will include mostly Central Office network/clerical environment work but will include field and site work.  Limited travel to remote sites throughout Alaska and to lower 48 States is expected in the performance of job duties. Some work may be done remotely, some may require working in an office environment. Travel may be required up to 6 weeks per year. Travel may include commercial aircraft, small aircraft, boat, car, snow mobile, helicopter, hovercraft, tanks, submersible vehicles, and rockets. Ability to work extended hours without notice in order to resolve service impacting issues..    

Driving Requirements: Must have valid driver’s license.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job. Other duties will be assigned as they pertain to the nature of the position and industry

**OptimERA Holding Inc. will not discriminate against applicants , apprenticeship applicants or apprentices based on RACE, COLOR, RELIGION, NATIONAL ORIGIN, SEX (INCLUDING PREGNANCY AND GENDER IDENTITY), SEXUAL ORIENTATION, GENETIC INFORMATION, OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR  A PERSON 40 YEARS OLD OR OLDER.