SUMMARY
This Activation Engineer II 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:
Provides service installation management for all Digital Voice customers.
Interacts daily with complex SIP and Ethernet packet analysis to detect and fix call processing/registration issues.
Creates, maintains, and updates internal documentation as necessary, including but not limited to process documentation, troubleshooting guides, Technician Rating Forms, modem report Card, etc.
Utilizes internal systems to process trouble tickets with external carriers and internal resources.
Maintains the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction. Identifies opportunities for process improvement that will result in demonstrated increases in production quality, efficiency, or quantity.
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.
In addition to these essential duties and responsibilities, Activations Engineers should be able to handle large projects, escalations, process improvement ideas and be a resource development for the company as a whole. This also includes:
INSTALLATION SUPPORT:
Manages the installation and configuration of CPE for VoIP and WAN connectivity to customers LAN including but not limited to:
SIP
INTEGRATED VOICE
HOSTED IP / VoIP INSTALLATION
DMARC EXTENSION
INSIDE WIRING
TROUBLE SHOOTING
IP PRI
LAN TOPOLOGY DISCOVERY
ADVANCED BROADBAND INSTALLATIONS
Failover Devices (Cradlepoint, Skyus)
Routing Devices (Business grade LAN/WAN routers)
Security Hardware appliances and cloud-based Software (Managed Firewall
Wireless Access Points
SD-WAN
Guide 3rd party Field Technicians through various work order activities.
Completes 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
Test Wi-Fi networks as well as DECT wireless systems
Provides internal activations for “coordinated” circuit installs.
Performs MACD type updates/changes within the BroadSoft switch platform
Handles the Self-Service Response Queue by answering incoming customer calls related to various self-installation issues such as Installation Walk-Through & Troubleshooting.
Trouble Resolution & Reporting:
Performs Basic Trouble Shooting
Applies logical troubleshooting procedures to network services including logical fault isolation on network equipment, carrier circuitry, Customer Premise Equipment, customer wiring, and customer hardware / software applications.
Retrieves and analyzes SIP captures obtained from internal systems and/or Wireshark.
Identifies and escalates “next level” problems when appropriate including but limited to:
Networking and IP issues
Technician Issues
Works within a queue at a high rate of speed while building quality relationships with technicians.
Works closely with various internal teams to understand & implement requests
CUSTOMER PREMISE EQUIPMENT CONFIGURATION
Performs portal-based equipment configuration such as but not limited to:
Cradlepoint
Ubiquiti
Adtran
Sophos
Remotely provisions customer premise equipment
ObiHai
Panasonic
Polycom
Netgear
Yealink
SYSTEM KNOWLEDGE
Ability to provision, test, and work in the following systems: “list is subject to change”
Broadsoft/Metaswitch
QuickBase
Team Viewer
Field Nation
Ubiquiti
Polycom ZTP
Panasonic ZTP
ObiHai ZTP
Adtran
SharePoint
Cradlepoint
Solar Winds
Redshift
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 REQUIREMENTS: Bachelor’s Degree in a technical field preferred; a minimum of 5 - 7 years’ experience in any of the following fields, or a combination of education and experience is required - Provisioning, Activations, Test and Turn-Up, VoIP premise technician, LAN/IT Premise Technician. Preferred Certifications: Network +, A+, CCENT, CCNA. Knowledge of data networking, including: TCP/UDP, RTP, ICMP, ATM, SIP, VPN, MPLS, Frame Relay, routing, bridging, and switching. Understands and applies WAN connectivity knowledge; understands and applies LAN connectivity knowledge including VLANs; understands and applies VoIP product knowledge; understands and applies inside wiring knowledge for data and voice service cross connections and/or line repair. Experience with testing integrated hardware and software solutions.
Lingo is proud to be an EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. It is our policy to recruit, hire and promote in all positions without regard to race, color, religion, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, height, weight, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.
