The Provisioning Technician II is an advanced level position within the Provisioning department. Qualified candidates must possess a proficient understanding of the responsibilities of a Provisioning Technician I. To be considered for this position, a candidate must demonstrate a consistent ability to adhere to and promote the core competencies listed below. The Provisioning Technician II should be proficient in at least two areas within the Provisioning team: Voice, VoIP or Broadband.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Acts as back up for all Provisioning Technician positions as assigned.
Assists Provisioning Management with the following tasks:
•Identifies workload distribution or interval issues, and takes appropriate steps to resolve as necessary under the direction provided by Provisioning Management
•Documents and escalates chronic vendor/carrier issues
•Trains and develops for other provisioners
•Identifies opportunities for process improvements that will result in demonstrated increases in production quality, efficiency, or quantity
•Workload/resource distribution proposal for expected duration of project
•Creates new documentation, training, & processes as necessary to fulfill requirements of project
•System upgrades in addition to external provider GUI upgrades, to ensure provisioning activity meets SLAs.
•Creates and updates content for internal SharePoint site.
Creates, Maintains, and Updates internal documentation as necessary.
Acts as 2nd level internal resource to assist team members in performing duties and providing expertise as needed.
Represents Provisioning in inter-departmental Process Improvement/Product Launch initiatives; lends expertise as a Provisioning SME, makes decisions on behalf of Provisioning as directed by Provisioning Management, and communicates to Provisioning team members via documentation and/or training as needed.
Maintains the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction.
Provides timely updates on internal escalation requests.
Handles large projects, escalations, process improvement ideas and acts as a resource for the company as a whole.
Available to provide after-hours support via a rotating On-call program. Recognizes negative trends in productivity, vendor notifications, and service installation issues and makes recommendations for process improvements.
Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty and responsibility independently unless otherwise noted. The requirements listed 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 Two year degree; 3-4 years’ experience in telecommunications; or equivalent combination of education and experience. Telecommunications experience required, specifically in the following areas: analog voice, including POTS, Centrex, DID/PBX, RCF PRI and BRI, Broadband ordering, IP subnetting and VoIP switch provisioning. Must have technical aptitude with telephony knowledge. Working knowledge of a document management system (preferably Outlook) to manage a busy and ever-changing calendar is essential. Intermediate working knowledge of Microsoft Word and Excel is required. Demonstrated ability to multi-task between systems. Thorough knowledge of BullsEye’s specific applications including SDE, COM, Telcare, as well as available vendor/LEC portals (GUI) is necessary. High degree of time management, and organizational skills needed to ensure timely and accurate completion of projects and flexibility to address customer issues. Must maintain a high degree of reliability, thoroughness, and attention to detail. Good follow-up skills needed to ensure accurate completion of customer requests.
BullsEye Telecom is an Equal Opportunity Employer