NOC Support Technician - RCN Technologies

Knoxville, TN 37917

About the Job

Position Overview

Are you a smart, driven, and curious person who loves working with wireless technology and solving problems? Do you have a mind for software, technology, and communicating? Are you looking to grow your career with great upward trajectory? Do you work hard, have a positive attitude, and are interested in helping others?

If you answered “Yes”, RCN Technologies is the right place for you and we want to meet you. We are a thriving tech company in downtown Knoxville with tremendous opportunities for a person who seeks a career in technology and wants to work for a company that values the individual, invests in its people, and provides incredible opportunities for individual impact and career growth.

We are looking for an individual who is willing to put in exceptional effort and can work well within a team environment to accomplish strategic goals and support growth needs. This person needs to possess an unwavering dedication to providing the best service and best product to the customer. We believe incredible service builds incredible customer relationships that will allow us to grow with each customer. In addition, this person needs to be organized and have an extreme ownership of their role with the goal of building a great career and growth with us.

Join a winning team today and experience growth and success with us. All you need to do is apply now to learn more.

Veterans are encouraged to apply.

Position Hours and Location

We are actively hiring for this position. You will be expected to work a standard schedule of 40 hours per week, with flexibility to work up to 60 hours per week based on a schedule. You'll primarily be working at our downtown Knoxville, Tennessee headquarters located at 200 Jennings Avenue, but we will consider remote candidates in the Pacific Time Zone. We are hiring for day, night, and weekend shifts.

Compensation

We are offering competitive compensation and a growth plan based on experience and skill and this will be discussed with you during the interview process.

Your Opportunities

You'll have many opportunities to develop and grow your career skills and applied experience. In addition to working on impactful projects and having a strong influence on their development and execution, you'll also spend time shadowing team members in other departments. You'll get face-to-face time with the company president and other executives while building relationships and your professional network with leaders throughout the company. You'll have the opportunity to observe meetings with various stakeholders. Your roles and responsibilities will provide skill development and you'll get periodic informal and formal reviews and feedback from your supervisor. You'll also have input on what you want to accomplish during your career.

How to Apply

Please apply through our careers portal at . Make sure to include a resume, cover letter, and any work samples you feel are relevant to the position.

Requirements

What You’ll Do

Your seat will have the following roles and responsibilities, though there will be new needs and activities that develop during your time here that you’ll be involved with as well:

Cellular Network Device & Data Proactive Monitoring & Maintenance
Cellular Network Device & Data Troubleshooting & Support
Cellular Network Device Provisioning & Programming
Cellular Network Device & Data Tech Support & Projects
Cellular Network Device & Data Systems Maintenance & Lab Testing
Internal Training, Development, & Maintenance

It is important that all team members embody RCN’s Core Values: Enjoy the Journey, Embrace Development, Extreme Ownership, Stronger United, and Create Wow. You may perform other duties outside of job description when needed.

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

This position requires the ability to operate a telephone, computer, calculator, copier, fax machine, scanner, and any other office equipment.
Must be able to remain in a stationary position for extended periods of time.
Must be able to walk/stand for extended periods of time.

What We’re Looking For

RCN Technologies' ideal candidate for this position is someone with a desire to learn and a passion for technology. Someone who is very organized and enjoys getting the details right. This position is for someone who wants a new experience and a new challenge each and every day.

You’re eager to work on a great team. You’re inspired to help people and businesses connect wherever they are. You want to impact the world positively. You know that good technology can help the company have a positive impact. You’re committed to our ethos of #ExpectMore.
Must be well spoken, outgoing, organized, detailed-oriented, dependable, and flexible.
Possess the personality and professionalism to engage with customers and partners successfully.
Positive attitude and desire to work in a rapid-growth professional environment.
Technical aptitude: Either you are in love with technology or you have a desire to learn how technology impacts business and have the aptitude to understand its impact. The more technical experience the better, though it is not a requirement.
Communication: Phenomenal phone skills with the ability to convey enthusiasm and energy. You will need to be able convey situations and issues both on-site and over the phone.
Collaboration/Teamwork: Ability to work effectively with others on a common task; taking actions which respect the needs and contributions of others; contributing to and accepting the consensus; negotiating a win-win solution to achieve the objectives of the team.
Adaptability: Ability to adjust to business needs; positively drive change.
Self-Starter/Initiative: Goes beyond expectation; creates opportunities to implement business efficiencies and minimizes problems by anticipating or preparing in advance; seeks out or accepts additional responsibilities. Self-motivated and achievement oriented.
Problem Solving/Critical Thinking Skills: Ability to suspend judgment and validate the situation; must be able to consider multiple perspectives and re-evaluate the situation as new information becomes available. Will need to evaluate situations and make decisions on the spot in some circumstances. Ability to research all angles of an issue to provide the customer with a viable and workable solution.
Attention to Detail: Demonstrates thoroughness in accomplishing tasks; checks work or data to ensure accuracy and completion in maintaining company records.

Education & Experience

1+ years cellular network device management experience preferred (bonus points for cloud management programming and coding experience)
Proven track record as a strong, effective communicator
Knowledge of Wireless Technology, Networking, and Telecommunications preferred
Certifications and/or training preferred for: Cradlepoint, Cisco, Digi, Inseego, Peplink, Juniper, Fortinet, Velocloud, Palo Alto, Citrix
Associates or Bachelors degree preferred in Business, Computer Science, Engineering, Information Technology, Management Information Systems, or relevant field
Familiar with Microsoft Office Suite and able to work in Ticketing software and Project Management software

Required Skills

Ability to comprehend technical concepts and be independently resourceful
Organized and proficient in phone-based triage and support
Assess highly variable situations and find solutions
Maintain a professional appearance and demeanor
Must be a life-long learner
Excellent time management and organizational skills
Excellent written and verbal communication skills
Excellent analytical and problem-solving skills
Ability to work well in teams
Strong work ethic and attention to detail

Benefits

Your Employment Perks

The rare opportunity to change and disrupt an industry by helping us show our partners and customers why they can Expect More from a technology provider!

Health insurance (50+% employer paid)
Vision insurance (100% employer paid)
Dental insurance (50% employer paid)
Unlimited Paid Time Off after your first year of employment
Flex Days (Work from Anywhere)
30 days Paid Parental Leave
Discounted corporate membership at East Tennessee area YMCA locations
Company-provided workstation
A friendly and casual work environment with a relaxed, smart-casual dress code
Monday through Friday business hours – Work-Life Integration!
Company-sponsored lunches and monthly team-building activities (Headquarters)
Free coffee bar and snacks (Headquarters)
Brand new, purpose-built 21st-century office in a 20th-century historic building in downtown Knoxville
Exposure to emerging technology and products
Hands-on, in-person, and self-guided continuing education opportunities to employees seeking to grow and learn
Access to award-winning online courses to enhance abilities and develop new skills to apply to a successful career in creative, management, and digital disciplines

About Knoxville, Tennessee

Knoxville, Tennessee is an incredible city on the Tennessee River and at the foothills of the Great Smoky Mountains. We have the culture and many of the perks of southern larger cities without most of the drawbacks of large metro areas.

We've been called "Scruffy City" and "Marble City" and are home to over 20 craft breweries and the 1982 World's Fair. We have a local Ale Trail and countless nearby hiking trails and lakes in the National Park and surrounding counties less than an hour from downtown. We also sport an area five minutes from the city center dubbed the "Urban Wilderness" with many outdoor activities including miles of hiking, biking, a public quarry, river access, and much more.

We have an excellent local public school system and many quality private schools in the city. Our cost of living is significantly lower than the national average, with low property taxes and no state income tax. Knoxville offers numerous cultural events, family-friendly experiences, and is a wonderful place to live.

What You’ll Do Your seat will have the following roles and responsibilities, though there will be new needs and activities that develop during your time here that you’ll be involved with as well: Cellular Network Device & Data Proactive Monitoring & Maintenance Cellular Network Device & Data Troubleshooting & Support Cellular Network Device Provisioning & Programming Cellular Network Device & Data Tech Support & Projects Cellular Network Device & Data Systems Maintenance & Lab Testing Internal Training, Development, & Maintenance It is important that all team members embody RCN’s Core Values: Enjoy the Journey, Embrace Development, Extreme Ownership, Stronger United, and Create Wow. You may perform other duties outside of job description when needed. The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. This position requires the ability to operate a telephone, computer, calculator, copier, fax machine, scanner, and any other office equipment. Must be able to remain in a stationary position for extended periods of time. Must be able to walk/stand for extended periods of time. What We’re Looking For RCN Technologies' ideal candidate for this position is someone with a desire to learn and a passion for technology. Someone who is very organized and enjoys getting the details right. This position is for someone who wants a new experience and a new challenge each and every day. You’re eager to work on a great team. You’re inspired to help people and businesses connect wherever they are. You want to impact the world positively. You know that good technology can help the company have a positive impact. You’re committed to our ethos of #ExpectMore. Must be well spoken, outgoing, organized, detailed-oriented, dependable, and flexible. Possess the personality and professionalism to engage with customers and partners successfully. Positive attitude and desire to work in a rapid-growth professional environment. Technical aptitude: Either you are in love with technology or you have a desire to learn how technology impacts business and have the aptitude to understand its impact. The more technical experience the better, though it is not a requirement. Communication: Phenomenal phone skills with the ability to convey enthusiasm and energy. You will need to be able convey situations and issues both on-site and over the phone. Collaboration/Teamwork: Ability to work effectively with others on a common task; taking actions which respect the needs and contributions of others; contributing to and accepting the consensus; negotiating a win-win solution to achieve the objectives of the team. Adaptability: Ability to adjust to business needs; positively drive change. Self-Starter/Initiative: Goes beyond expectation; creates opportunities to implement business efficiencies and minimizes problems by anticipating or preparing in advance; seeks out or accepts additional responsibilities. Self-motivated and achievement oriented. Problem Solving/Critical Thinking Skills: Ability to suspend judgment and validate the situation; must be able to consider multiple perspectives and re-evaluate the situation as new information becomes available. Will need to evaluate situations and make decisions on the spot in some circumstances. Ability to research all angles of an issue to provide the customer with a viable and workable solution. Attention to Detail: Demonstrates thoroughness in accomplishing tasks; checks work or data to ensure accuracy and completion in maintaining company records. Education & Experience 1+ years cellular network device management experience preferred (bonus points for cloud management programming and coding experience) Proven track record as a strong, effective communicator Knowledge of Wireless Technology, Networking, and Telecommunications preferred Certifications and/or training preferred for: Cradlepoint, Cisco, Digi, Inseego, Peplink, Juniper, Fortinet, Velocloud, Palo Alto, Citrix Associates or Bachelors degree preferred in Business, Computer Science, Engineering, Information Technology, Management Information Systems, or relevant field Familiar with Microsoft Office Suite and able to work in Ticketing software and Project Management software Required Skills Ability to comprehend technical concepts and be independently resourceful Organized and proficient in phone-based triage and support Assess highly variable situations and find solutions Maintain a professional appearance and demeanor Must be a life-long learner Excellent time management and organizational skills Excellent written and verbal communication skills Excellent analytical and problem-solving skills Ability to work well in teams Strong work ethic and attention to detail

Source : RCN Technologies