Operations Technician II

Posted: 3 weeks ago

Job Description: Dispatch Support Technician
Monday - Friday 4PM -12AM

Training for one to two weeks on DAY SHIFT

Position Purpose

This Dispatch Support position is responsible for providing status and resolution for customer reported trouble tickets where off net carriers are involved. This position interfaces with internal *** departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations.

Essential Job Functions and Responsibilities

Essential Job Responsibilities % of Time Spent
1 Lead/coordinate repair activity with participation from vendors, off net carriers (LEC, CLEC, ILEC), field operations, and internal support organizations 35%
2 Communicate with customers and others in a repair situation to communicate direction/status of repair
3 Answer inbound calls from off net carriers (LEC, CLEC, ILEC
4 Manage internal/external escalations, as required 10%
5 Place proactive outgoing status calls to customer 15%

6 After hours testing requests 10%

Experience/Knowledge Preferred:

Voice Services

1+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment
Ability to understand and isolate physical layer problems.
Knowledge of TCP/IP, routing protocols, and IP addressing
Ability to work with offnet carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues
Technical call center operations experience

Transport Services

1+ years of technical experience working with networks and communications equipment in a call center/network operations center environment
Previous technical call center experience
Knowledge DS0 circuits from analog voice to DDS, 64K, point to point private line
Knowledge of DS1 circuits: point to point private line and voice
Possess basic fundamentals in troubleshooting of DS0/DS1 physical layer
Ability to work straightforward trouble and/or maintenance assignments related to network switching equipment in order to resolve routine trouble tickets with the guidance of a senior or lead technician
Familiarity of Digital Cross Connect Systems and TL1
Understanding of remote DS1/DS0 test platforms
Understanding of basic test patterns and interpretation of performance monitoring data

General Work Competencies / Abilities:

Comprehensive customer service skills
Effectively manages customer expectations (status and clear description of activities)
Able to work independently, meet deadlines, and multitask
Ability to communicate effectively to peers and higher levels of management through verbal and written communication
Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and *** field operations (FOPS)
Effectively manages customer expectations (status and clear description of activities)
Accurate and appropriate trouble ticket documentation/closure in multiple internal systems
Proven ability to direct problem resolution
Performs remote testing and repair activities within *** network elements

Supplier Notes:
Not looking for help desk background but specifically someone that has the ability to communicate with and keep local exchange carriers accountable.
Candidate must have a thorough understanding of networking and systems.
CCNA is highly preferred

Interview process: face to face with *** and several peers- panel style interview

***** will be out of town the week of 4/15