This position is responsible for providing test and turn-up expertise for all VoIP and Data products. To be considered for this position, a candidate must demonstrate a consistent ability to adhere to and promote the core competencies listed below:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.
Availability to provide after-hours support via a rotating On-call program.
Maintain the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction.
Identifying opportunities for process improvements that will result in demonstrated increases in production quality, efficiency, or quantity.
Provide service installation management for all Digital Voice customers.
Utilize internal systems to process trouble tickets with external carriers and internal resources.
Create, Maintain and update internal documentation as necessary.
Updating documentation as needed such as processes, Trouble Shooting guides, etc.
•INSTALLATION SUPPORT:
•Manage the installation and configuration of CPE for VoIP and WAN connectivity to customers LAN including but not limited to:
•SIP
•INTEGRATED VOICE
•HOSTED IP INSTALLATION
•DMARC EXTENSION
•INSIDE WIRING
•TROUBLE SHOOTING
•IP PRI
•ADVANCED BROADBAND INSTALLATIONS
•Guide 3rd party Field Technicians through various work order activities.
•Complete VoIP Readiness & Service Verification Testing
•Broadband Circuit Testing and Analysis
•DOCSIS 3.0 Cable Modem transmission and receive level analysis
•DSL Modem transmission and receive level analysis
•Rate Shaping and QOS prioritization
•Remediation Execution
•VoIP Testing Procedures
•Provides internal test & turn up for “coordinated” circuit installs.
•Perform MACD type updates/changes within the BroadSoft switch platform
•Self Service Response Queue:
•Answer incoming customers calls related to various self-installation issues such as:
•Trouble Resolution & Reporting:
•Perform Basic Trouble Shooting
•Identify and escalate “next level” problems when appropriate
•Work within a queue at a high rate of speed while building quality relationships with technicians.
•Work closely with various internal teams to understand & implement requests
•CUSTOMER PREMISE EQUIPMENT CONFIGURATION
•Perform portal based equipment configuration such as but not limited to:
•Cisco Meraki
•Mako
•Cradlepoint
•Edgemarc
•Adtran
•Remotely provision customer premise equipment
•ObiHai
•Panasonic
•Polycom
•Yealink
•Netgear
EDUCATION and/or EXPERIENCE REQUIREMENTS:
Associates Degree in a technical field or equivalent combination of education & experience with 5-7 years in any of the following roles required; Provisioning, test and turn up, VoIP premise technician.
BullsEye Telecom is an Equal Opportunity Employer
