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Job Duties and Responsibilities:

• Provide direction, leadership and supervision of NOC personnel.
• Develop, mentor and train staff; seek to improve processes and procedures with the goal of delivering the highest level of service to our customers.
• Develop, document, implement and maintain processes and procedures for the day-to-day operations.
• Promote a strong culture committed to service quality through the successful execution of repeatable, well-designed processes.
• Monitor the status of alerts, tickets and processes to ensure tasks are being completed timely.
• Communicate policy and procedural changes.
• Make recommendations for changes and improvements and communicate to management.
• Generate reports for management in regards to service availability, uptime, and adherence to Standard Operating Procedures, Customer issues and SLAs etc.
• Manage special projects as needed.
• Meet and/or exceed and maintain service levels as assigned by management.
• Ensure continual process improvement within the NOC including but not limited to automation of NOC tasks and reporting, initiatives and routine administration tasks.
• Maintain communication with NLK management to ensure issues are resolved.
• Develop and drive improvements to processes and procedures utilizing root cause analysis.
• Identify and interview candidate(s) for the network operations team when needed.
• Monitor work queues to ensure 100% compliance with SLAs.
• Ensure that NOC Technicians are working issues as efficiently and accurately as possible to meet departmental utilization standards.
• Assist with administering performance reviews, mentoring and training staff.
• Due to necessary technical management duties of this position in a 24/7 operation, candidate may be required to be on call and/or work various shifts such as weekends and/or evenings.

Qualifications:

• 3 – 5+ years’ experience in a supervisory/lead role, supervising technical and operational staff.
• General knowledge of system integration and networking architectures.
• Excellent written and verbal communication skills.
• Excellent analytic, organization and facilitation skills.
• Ability to manage multiple projects simultaneously.
• Must be comfortable working in a high stress, fast paced environment with shifting priorities.
• Ability to successfully interface with a wide range of personnel within the organization.
• Self-driven with a take charge attitude while exercising good judgment in a rapid paced environment.

Responsibilities:

• Pre-testing of customer/internal circuits as assigned
• Circuit and Network provisioning as assigned by Engineering
• Assist OSP in testing and turn-up of customer circuits
• Verify accuracy of order details before closeout
• Perform all circuit closeout tasks assigned
• Daytime first responder for NOC services and customer troubleshooting (afterhours may be required)
• Monitor System alarms
• Check in and/or order equipment
• Update/True-up of inventory management software
• Assist Engineering Department in core backbone equipment install, turn-up & testing
• Upkeep and organization of Inventory room
• Hands and Feet for installs as needed by OSP
• All other duties assigned by management

Requirements:

• Attention to detail
• Good time management
• Ability to prioritize
• Ability to work independently or as part of a team
• Ability to work through challenging situations
• Good problem solving & troubleshooting skills
• Good communication and documentation skills
• Ability to affectively work with NLK team members, partners or vendors in emergency situations
• Ability to weigh all options and make sound decisions in normal or emergency situations
• Ability to work in a fast paced environment
• Must be able to learn and manipulate multiple software programs for circuit provisioning, network monitoring, network assurance and troubleshooting

Education and Experience:

• Associates or Technical Degree in Telecommunications, Computer Science or other related field or a minimum of 2 years’ experience in a WAN related or other data communications position.
• Experience in Layer 2 transport and Layer 3 is preferred
• Knowledge of networking and TCP/IP v4 & v6
• Knowledge of full suite of Microsoft products (Word, Excel, Visio, etc.)
• Previous NOC or circuit provisioning experience a plus

Essential Functions:

• 1. Communicate with prospective and existing customers directly and through Account Executives to understand current network environment, business, and technical requirements.
  2. Design solutions for customer applications, including preparation of network topologies and technical specifications.
  3. Prepare pre-sale conceptual designs.
  4. Help conduct customer site surveys as required to ensure successful installation of services.
  5. Provide input on post-sale documentation and support to installation and project management personnel as needed to clarify service expectation. This duty includes providing diagrams, written documentation, and verbal explanation as required.
  6. Provide technical sales support to ensure integration and implementation of company solutions.
  7. Act as a liaison between customers, sales teams, and the NebraskaLink team.
  8. Present technical training to new and existing Account Executives and Sales Support personnel.
  9. Maintain knowledge of industry and emerging technology within the telecommunications industry.
  10. Respond to functional and technical elements of Requests for Information and Requests for Proposal.
  11. Effectively represent NebraskaLink to customers and at field events such as conferences and seminars.
  12. Performs other functions and duties as may be directed or assigned.

  Preferred Talents:

  1. Self-directed and takes initiative
  2. Effective communicator – written and verbal
  3. Independent with good judgement
  4. Organized
  5. Strong work ethic

  Qualifications:

  1. Bachelor’s Degree in either Business or Technical area preferred. Experience in related area may replace educational requirements.      
  2. Relevant work experience involving sales or customer service.
  3. Proficient in Microsoft Office Products.

  Working Environment:

  Indoor work with limited exposure to outdoor elements.

  Lifting of up to 50 lbs. occasionally.

  Some work and meetings completed outside of normal business hours.

Essential Functions:

1. Coordinate and manage marketing and brand awareness initiatives
2. Prepare conceptual designs.
3. New product research and proposals
4. Product launch planning and documentation
5. Provide technical support to ensure integration and implementation of company solutions.
6. Act as a liaison between customers, sales teams, and the NebraskaLink team.
7. Business case development and support
8. Large customer acquisition and account management
9. Preparing detailed and professional responses for Requests for Information and Requests for Proposal.
10. Effectively represent NebraskaLink to customers and at events such as conferences and seminars.
11. Performs other functions and duties as may be directed or assigned.

Preferred Talents:

1. Self-directed and takes initiative
2. Effective communicator – written and verbal
3. Independent with good judgement
4. Organized
5. Strong work ethic

Qualifications:

1. Bachelor’s Degree in either Business or Technical area preferred. Experience in related area may replace educational requirements.      
2. Relevant work experience involving sales or customer service.
3. Proficient in Microsoft Office Products.

Working Environment:

Indoor work with limited exposure to outdoor elements.

Lifting of up to 50 lbs. occasionally.

Some work and meetings completed outside of normal business hours.

Essential Functions:

1. Provide daily management, mentoring, and guidance to Account Executives.
2. Develop and facilitate department metrics
3. Sales reporting
4. Market research
5. Account management
6. Provide key input in the sales planning and forecasting processes.
7. Identify sales opportunities, and monitor sales activity to ensure customer accounts receive the highest level of service and support.
8. Generate sales leads by way of data, tools and industry knowledge
9. Create touchpoints with customers who are pending installations and customers working through upgrades.
10. Aid in the negotiation of customer pricing and contracts.
11. Assist in management of the Sales Department budget process.
12. Project a professional image and represent NebraskaLink in a positive light to all current and potential customers.
13. Attend industry related conferences, meetings, and tradeshows.
14. Performs other functions and duties as may be directed or assigned.

Preferred Talents:

1. Ability to work successfully in a small team environment
2. Self-directed and takes initiative
3. Effective communicator – written and verbal
4. Organized
5. Follow-up skills
6. Strong presentation skills

Qualifications:

1. Sales management experience with proven track record.
2. Supervisory experience preferred.
3. Prior sales experience required.
4. Proficient in Microsoft Office products.
5. Valid Nebraska Drivers’ license required.

Working Environment:

Primarily indoor work with some outdoor work with exposure to outdoor elements or hazards, including adverse conditions such as heat, cold, sun, dust and pollen required.

Lifting of up to 50 lbs. occasionally.

Some work and meetings completed outside normal business hours.

Essential Functions:

1. Develop wholesale customer relationships to maintain current revenue streams and to produce new revenue.
2. Manage vender approval process with all carriers, keeping current with the latest services and requirements to provide these services to wholesale accounts.
3. Manage all carrier contracts by working with NebraskaLink Legal Counsel and management team to maintain contracts as well as follow carrier specific requirements to do business.
4. Maintain carrier specific information regarding contacts, services, pricing, building lists, and escalation lists.
5. Coordinate and schedule customer meetings on a regular basis.
6. Detailed account management.
7. Attend industry events as required.
8. Performs other functions and duties as may be directed or assigned.

Preferred Talents:

1. Independent with good judgement
2. Effective communicator – written and verbal
3. Strong presentation skills
4. Ability to be adaptable with all audiences
5. Internal mediator – strong coordination skills both internal and external
6. Follow-up skills
7. Detail-oriented

Qualifications:

1. Education or work experience in telecommunications service sales
2. General financial/accounting understanding preferred.
3. Proficient in Microsoft Office products.
4. Valid driver’s license.

Working Environment:

Primarily indoor work with some outdoor work with exposure to outdoor elements or hazards, including adverse conditions such as heat, cold, sun, dust and pollen required.

Lifting of up to 50 lbs. occasionally.

Some work and meetings completed outside normal business hours.