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IT Technical Support Rep. I

2.4 Frontier Communications Corporation – Fort Wayne, IN 12 days ago
$26k-$37k(Glassdoor Est.)

Company Rating


Glassdoor Estimated Salary

$15/ hour

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About Frontier Communications:

Frontier Communications Corporation (NASDAQ: FTR) is a leader in providing communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier’s video offerings include FiOS® and Vantage TV by Frontier™ with 100 percent HD picture quality, Total Home DVR, instant channel change, enhanced search, Video on Demand, and much more. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses. More information about Frontier is available at

Job Description

Frontier Communications is seeking a Technical Support Rep. The Technical Support Rep is responsible for monitoring the core network, systems, and jobs and reacting to alarms/events generated within an infrastructure monitoring platform based on corresponding procedures. You'll be part of a team that is responsible for 24x7x365 maintenance and monitoring of our networks, applications, and systems. As part of this team, you will monitor and maintain numerous complex multi-tiered Network environments that deliver content to desktop, mobile, and server platforms.

Primary Responsibilities
  • Core network monitoring functionality to include but not limited to all Frontier network routers switches, hubs, wired and wireless network peripherals. Monitor, identify, resolve, and/or escalate alerts to appropriate teams for resolution.
  • Monitor, identify, resolve, and/or escalate alerts on all operating system platforms, including AS400, UNIX, and Intel environments utilizing BMC Patrol.
  • Responsible for identifying problems as they occur, work with level 2 support personnel to ensure proper steps are taken to resolve problems outside of scope.
  • Responsible for following procedures for processing of batch files, troubleshooting and reporting errors; utilizing CA Autosys, HelpSystems Robot tools.
  • Monitor, identify application health check failures, and ensure appropriate process is followed to resolve failures.
  • Manage tape media environments to ensure backups are successful, copies of backups are rotated to offsite location and scratch media is available.
  • Monitor Data Center environmental conditions, performing escalations as required.
Required Skills and Experience
  • Associate's degree or 1-3 years’ experience in the operation of computer equipment and systems.
  • Functional understanding of TCP.P network protocol.
  • Working knowledge of standard and non-standard network troubleshooting tools and processes (e.g. ping, tracert, Solar Winds - Orion, ect.)
  • 1-3 years working experience in a large scale Network Operations Center (NOC).
  • General knowledge of ping, tracert, and other network troubleshooting commands.
  • Working knowledge of NOC environments.
  • Familiarity with the ITIL framework.
  • General knowledge of the Crisis Management Process.
  • General knowledge of UNIX, Intel, AS400 operating system internals, system manager tools; account/file maintenance; user level commands and utilities.
  • Excellent customer service, communication, and interpersonal skills.
  • Proficient in Microsoft office and other tools such as (Exchange, Excel, Word, Share Point).
  • Ability to understand and carry out oral and/or written directions.
Desired Skills and Experience
  • Ability to communicate effectively and work independently.
  • Customer focused and team oriented with excellent written and communication skills.
  • Exceptional organization skills.
  • Problem solving skills is an inherent skill required.
  • Self-motivated and an independent worker and thinker with strong trouble-shooting and analytical skills. Proven ability to prioritize and execute tasks effectively in a fast paced environment.
Special Concerns

Team provides 24x7 365 day coverage, must have the ability to work a schedule consisting of weekends, twelve hour shifts and rotating holidays. This position may require limited and infrequent travel.
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