Why Guide Star? Guide Star is an IT managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for small and medium size business, internet service providers, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc., which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employees’ hard work and determination and REWARD results all while having fun! Our mission is to make life better by connecting people through innovative communication systems.
We are seeking a Technical Support Specialist to proactively monitor, troubleshoot, and support customer networks, endpoints, systems, programs, and other aspects of their operations to ensure business objectives are met or exceeded. Responding efficiently and accurately to alerts, requests (including calls, chats, emails, etc.), and ensuring quick problem resolution while keeping the customer informed. They will utilize a variety of cloud-based tools for support and documentation of work.
Responsibilities
Achieve and maintain technical familiarity with all Guide Star Customer SOWs, networks, and technical infrastructure. Monitor, troubleshoot, and support internal and customer networks, servers, applications, endpoints, and virtual infrastructure. Monitor ticketing application for tickets assigned to various internal and customer-based ticket queues; triage, and process tickets based on priority and SLA.Create and manage vendor support cases on customer behalf.Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.Maintain inventory and monitor health of managed equipment and software, with remote management software.Assist with onboarding of new customers and employees. Maintain departmental knowledge resources. Provide weekly/monthly reporting on trends and activities, if requested. Maintain documentation and perform proactive maintenance on customer networks.Ensure confidentiality of company and customer information.
Skills
Associate degree in an IT related field preferred.Prior experience in a network or IT support role required.Basic understanding of TCP/IP, subnetting, and the OSI network model required.Basic knowledge of Wi-Fi functionality, VoIP MTA, eMTA and VoIP Support required.Experience with service provider networking (routing, switching, optical transport, etc.). Experience with Service Provider or large Enterprise Networks and WAN. Experience in troubleshooting of Access platforms: FTTH, DSL, DOCSIS, Cell Backhaul, and Carrier Ethernet. Knowledge and troubleshooting of Internet technologies: IPv4, IPv6, DNS, DHCP, SIP and MGCP VoIP, BGP, OSPF, GRE, IPSEC, VRF, RADIUS, TACACS. Knowledge of CMTS, FTTH, and DSL access technologies and troubleshooting. Understanding of Video product delivery, including cable television, satellite television and IPTV. Proficiency with VOIP Telephony. CCNA, NET+, or equivalent associate-level industry certifications.Capable of basic troubleshooting steps.Basic knowledge of support software tools.Proficient with Microsoft Office SuiteExcellent team participation, communication, and time management skills. Ability to be assigned, prioritize, and complete multiple tasks and projects within timelines. Ability to interface & communicate properly with the customer staff. Capable of clear communication in both written and verbal forms, proficient in preparing reports and plans. Strong active listening skills.Ability to manage sudden shifts in priorities and transition between tasks seamlessly, maintaining productivity without interruptions and with a cooperative demeanor. Willingness to learn; adapts and accepts increased responsibility.Highly responsible, resourceful, accurate, dependable, and self-motivated.The ability to embrace corporate values, understand the company mission, and exemplifies Guide Star leadership behaviors.
Shift is evenings and weekends between the hours of 4:00 pm to 10:00 pm CST but must be able to work outside normal business hours when required. Weekends and holidays are required.
Additional Information
We are a 24/7 365 operation Read LessWhy CCI? CCI Systems, Inc. is an Employee-Owned Telecommunications Company based in Iron Mountain, MI with 60+ years of industry knowledge and experience. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We offer a comprehensive benefits package, competitive pay, flexibility, paid on the job training, overtime, professional development, and inspire you to be bold, yet accountable. We value our employees’ hard work and determination and REWARD results all while having fun!
Our mission is to make life better by connecting people through innovative communication systems.
We are seeking OSP Design Engineers to assist with the design and production of engineering deliverables on complex overhead and underground utility distribution projects. This position may require interfacing with utility clients, customers, and the potential for collaboration with multiple offices.
Responsibilities
Assist in the preparation and development of distribution voltage construction packages for both overhead and underground projects, including distribution equipment installation, feeder replacement, cable replacement, and new feeder design.Design aerial path based on field data and engineering best practices.Ensure that all designs and new attachments satisfy utility standards and relevant codes (E.G. NESC / GO95 standards).Review utility poles and field notes to determine most accurate make ready solution.Research and document requirements on aerial construction by pole owner or customer for whom the work is being performed.Act as a Subject Matter Expert for Pole Loading Design and Analysis, both internally and externally to CCI’s customers.Determine Right of Way (ROW) locations.Determine the correct customer template to be used in the creation of construction and permitting drawings.Complete ROW permitting and submittal as needed on behalf of the facility owner.Confirm all deliverable documents are complete at project handoff with minimal direction.Meet with Project Designers to review project data and the ability to input that data into OCALC or similar software.Perform other duties and responsibilities as assigned.Ensure confidentiality of company and customer information.Create and promote the company image through exercising sound and ethical business practices as related to employees, the public and customers. This includes ensuring that the service and quality provided to customers is satisfactory.Other duties as assigned by management.Qualifications we are looking for
3 years’ relevant electric utility distribution design experience required.Proficient with pole loading analysis software (e.g., O-Calc Pro, Katapult, PoleForeman, Spidacalc, PLS-Pole) required.Complete the design of OSP projects, aerial, buried, and underground using AutoCAD, Adobe, GIS, and Excel with minimal direction.Experience with utility engineering, Communications, Power Distribution, and Gas.Experience in the Utility industry, permit completion and coordination.Basic understanding of utility design, engineering concepts, and design tools.Demonstrated track record of process improvements using new techniques, technology, or concepts. Strong interpersonal and communication skills, with a demonstrated ability to work well and efficiently with a wide variety of people. Strong organizational skills that reflect ability to perform and prioritize multiple projects seamlessly with excellent attention to detail and ability to meet strict deadlines.The ability to work independently with minimal supervision; highly responsible, resourceful, and self-motivated.Strong analytical, critical thinking, and problem-solving skills.Able to meet strict deadlines.Ability to embrace corporate values, understand the company vision, and exemplify CCI leadership behaviors.Shift is full-time Monday – Friday between the hours of 8:00 am – 4:00 pm CST. Must be flexible, and willing to work outside normal business hours, as necessary.
Additional Information
Occasional travel may be required.Must have a valid driver’s license and good driving record.CCI Systems, Inc. is an Affirmative Action/Equal Opportunity Employer.
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Location: Throughout the state of Wisconsin
Why CCI? CCI Systems, Inc. is an Employee-Owned Telecommunications Company based in Iron Mountain, MI with 60+ years of industry knowledge and experience. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We offer a comprehensive benefits package, competitive pay, flexibility, paid on the job training, overtime, professional development, and inspire you to be bold, yet accountable. We value our employee’s hard work and determination and REWARD results all while having fun!
Our mission is to make life better by innovating tomorrow’s communication solutions today.
We are seeking Fiber Splicers who hold a crucial position in guaranteeing prompt delivery and excellence in Telecommunications services for our clientele. Responsibilities include deciphering schematics and diagrams to splice, terminate, and test fiber-optic connections for both new constructions and service setups. Additionally, the role involves the maintenance, troubleshooting, and rectification of damaged cables and associated concerns within the outside plant network.
Responsibilities
Splice and maintain new and existing fiber. Prep and splice single-mode (SM) and multi-mode (MM) optical fiber cables ranging from single to ribbon and loose tube. Splice and repair fiber optic cables using single and mass fusion equipment. Terminate fiber using various connectors or pig tails. Test fiber using OTDR, OLTS, Power Meters, and VFL. Install required splice capsules and hardware. Perform mid-sheath cable entries along with the ability to splice fibers in an active network. Maintain existing plant without causing signal failure interruptions. Respond to network outages and perform required troubleshooting and repairs. Keep up-to-date records of project progress, including production sheets, time sheets, and necessary customer documentation. Maintain splice equipment, trailers, and vehicles. Complete certification testing of fiber optic systems. Experienced in understanding and adhering to safety including those outlined by OSHA, NESC, NEC, and other pertinent standards. Maintain knowledge of all organizational policies and governmental regulations. Maintain a safe work environment by following CCI’s policies and procedures. Perform other duties as assigned by management.
Qualifications
2+ years of fiber splicing and troubleshooting experience preferred.Knowledge of fiber optic theory which includes fiber loss connector types and the different types of fibers preferred. Experience with both ribbon fiber and loose tube with combination in deribbonizing and ribbonizing preferred. Ability to test fiber using OTDR, OLTS, Power Meters, and VFL preferred. Ability to use single and mass fusion splicing machines preferred. Ability to differentiate between different fiber sizes and colors preferred. Ability to read splicing matrix, splice, and test fiber in various environments like FTTH, underground, and aerial preferred. Ability to place aerial and underground splice closures along with other closures common to the splicing and termination of fiber-optic cables preferred. Capable of efficiently accomplishing the allocated workload within the specified timeframe while maintaining exceptional quality standards. Proficient in prioritizing tasks and adapting schedules to accommodate evolving requirements. Ability to detect safety issues and work independently. Record and document testing per customer specifications. Complete daily production reports to document work performed. Good communication and organizational skills. Proficient with MS Office and various web-based software. Self-starter and dependable with great attention to detail.
Time requirement
Must be willing to travel up to 100%; may include overnight stays on a weekly basis dependent on candidate location and region. If further travel is required, this could consist of 10 days on and 4-5 days off. Maintenance of customer networks may entail working outside regular business hours, including evening and overnight shifts. Candidates may eventually be required to be on call on a rotational basis which may include nights and weekends.
General information
Must have a valid driver’s license acceptable driving record. Must be able to pass a DOT physical. Piece rate after initial training has been completed and able to work independently. Must provide own hand tools to satisfactorily complete all job functions. Specialty tools will be provided. Willing to work indoors in confined space, poorly ventilated areas such as attics, basements, crawlspaces, and/or manholes. Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions. Able and willing to work outdoors and in inclement weather conditions. Ability to work up to 50’ in a bucket truck, ladder, and/or climb utility poles. Mechanically inclined and able to use hand tools and equipment to help complete an assigned project. Maintain a professional working attitude with co-workers and customers. Maintain a clean, neat, professional appearance.CCI Systems, Inc. is an Affirmative Action/Equal Opportunity Employer.
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