SUMMARY:
This position is primarily responsible the remediation of broadband circuits prior to BullsEye deploying digital VoIP services over the top. This process will require direct communication and guidance to Field Techs on site to complete outlined steps provided by BullsEye. 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.
•Maintains the acceptable standards of efficiency and quality established by the company to ensure customer satisfaction.
•Creates opportunities for process improvements that will result in demonstrated increases in production quality and/or efficiency and, or quantity.
•Provides remediation management for all Digital Voice customers.
•Utilizes internal systems to process trouble tickets with external carriers and internal resources.
•Creates, maintains and updates internal documentation as necessary, including process documentation, trouble-shooting guides, etc.
•Has availability to provide after-hours support via a rotating On-call program.
•Have a valid driver’s license and insurance to drive in the United States. Employee will be using his/her car for business purposes.
Installation Support:
•Guide 3rd party Field Technicians through various work order activities.
•Manage the installation and configuration of BullsEye’s QoS switch and Virtual Tech products
•Engage Carriers for the following activities/events:
•Replace unsupported modem Make/Models
•Coordinate carrier dispatches to include vendor meets with both BullsEye and Broadband carrier to correct signal/errors on last mile facilities
•Reconfigure carrier modem/firewall settings to remove any features that would hinder VoIP quality and/or two-way audio
•Perform VoIP Readiness & Service Verification Testing
•Broadband Circuit Testing and Analysis
•Post installation, the Remediation Specialist is responsible for performing a series of TCP/UPD and SIP tests to verify stable connectivity across various broadband carriers, as well as Customer LAN environments.
•DOCSIS 3.0 Cable Modem transmission and receive level analysis
•DSL Modem transmission and receive level analysis
•Rate Shaping and QOS prioritization
•Provide accurate documentation to support each remediation performed
•Provides internal test & activations for “coordinated” circuit installations
•Perform Basic Network Trouble Shooting daily
•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
•Guide 3rd party field technicians through performing basic VoIP only installs as needed
Customer Premise Equipment Configuration:
•Remotely provision customer premise equipment
•Various Broadband Carrier Modems / Router
•Netgear Pro-Safe switches
•BullsEye’s Virtual Tech/ R
•Ethernet and USB/Ethernet Adapter
•Polycom VVX handsets
•Panasonic TGP devices
•Polycom ATAs
•Remotely manage VRT tests and analyze results
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Bachelor’s Degree in a technical field preferred; a minimum of 3 years’ experience in any of the following fields, or a combination of education and experience will be considered: WAN/LAN Networking, Installing, maintaining, or repairing Cable and/or DSL circuits, Basic Debian Linux, Inside Wiring (Cat3/5/6, Coax). Project management experience and multitasking is also required.
LANGUAGE AND COMMUNICATION SKILLS:
Ability to read, writes, follow directions, and possess above average listening skills. Strong interpersonal skills and a sensitivity to understand customer needs is a requirement. Ability to socialize with any and all groups is a must. Must be comfortable talking one on one as well as leading conference calls with other NOC’s and wholesale carrier groups. Calls can last for hours at a time. Proven ability to communicate effectively at various levels of technical aptitude and have a calming and sympathetic demeanor to properly deal with difficult people.
CORE COMPETENCIES:
Demonstrates the core competencies of the organization: Adaptability, Commitment, Customer, Empowerment, Integrity and... For full info follow application link.
BullsEye Telecom is an Equal Opportunity Employer
