Operations Telecom Coordinator

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

Where you will work (if applicable):
This position will be based out of Astound's Bethlehem, PA office.

A Day in the Life of the Operations Telecom Coordinator:

• Work with OSP and Headend to resolve signal/plant issues.
• Monitors network plant for signal issues and pages out SMT’s

• Monitors online forums such as Twitter, Facebook and DSL Reports and investigates for information, sending resolutions to the appropriate groups for correspondence.

• Assists Headend and Data and Voice Product Management with overnight customers and maintenances.

• Reviews all pending trouble calls for possible trends or wide scale plant issues.
• Assists Dispatch and Field Techs with outages and any escalated service issues.
• Works with VOD engineers on escalated or widespread VOD issues.
• Monitors daily disconnect quota.
• Assist IR with escalated issues/last line of defense in troubleshooting.
• Acceptance and assurance of proper NOC ticket resolution (MTTR).
• Direct troubleshooting liaison to Internet Engineering Group.
• Sets up and prioritizes maintenance SRO work orders for SMT plant work.
• Reviews and monitors CMTS for congestion.

• Create and review reports in Data Mart to improve operations. Review, analyze and run various daily, weekly and monthly reports.

• Prioritize, lead, act on and direct work within the market.
• Scrub power supplies for issues and potential outages.
• Other duties as assigned.

What You Bring to the Table:

• Years of
  
  Experience:
  
  5+

• Proficiencies: ICOMS, Webtools/Enron, Telnet, TEADS, Merlin, Cisco IOS, Microsoft CRM, Bill View, Pro Comm, Credit Check, Data Mart, Sage Quest

• Must be able to work both autonomously and within a group dynamic.
• Follow policies and department procedures for all decision-making.
• High school diploma or equivalent

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation:
  Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave:
  Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

* Benefits listed above are for regular full-time position

The base pay in Pennsylvania for this position is $22.05- $36.75 per hour plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

It is specific to Pennsylvania and may not be applicable to other locations.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating…