Premier MS Repair Technician

Published date Posted on Indeed on Oct 10, 2021 (13 d ago)
General Purpose:
The Premier Managed Services Repair Technician is responsible for working tickets assigned to them and making customer contact with TPx Premier Customers as well as internal departments requesting assistance with their TPx-provided Services. Technicians are responsible for answering incoming customer calls and providing excellent customer service. This includes Internet services, hosting and email as well as VoIP and its associated features such as call forwarding and voicemail.

Reports to (Supervisor/Manager):
Works under the supervision of the Supervisor, Premier MS Repair.

Direct Reports:

Essential Duties and Responsibilities:
  • Primary function will include being the first line of support for all inbound calls into the RROC and ensure departmental metrics are met
  • Initiates, updates, tracks and closes trouble tickets according to established process.
  • Provide clear and concise documentation on troubleshooting steps taken within indentified systems and email communication
  • Utilize Metrowatch for performance monitoring of DS1 circuits
  • Utilize the command line interface for DS0/DS1 testing with Power tools, Copperview, REACT, Centest
  • Utilize our electronic ticketing systems (EBOND, VTAG, LSI, etc.)
  • to Incumbent Local Exchange Carriers (ILEC’s)
  • Contacts inter-exchange carriers on customer related issues.
  • Testing and trouble isolation with other underlying carrier testers and field technicians.
  • Testing and isolation of network topologies design flaws.
  • Troubleshooting all aspects of VoIP to include the facilities programming and understanding of all protocols VoIP makes use of.
  • Proactively suggest remedy measures for issues that fall below Service Level Agreement (SLA) standards
  • Work on call responsibilities on a regular rotating basis
  • Responsible for maintaining good customer relations. Generally deals with representatives and customers concerning matters that require tact and resourcefulness.
  • Interacts with other departments including Moves, Adds, Changes, Disconnects (MACD) Retention, Network Operations Center (NOC), Internet Operations (IOPS), Translations, Switch Maintenance, Field Ops and Escalation Managers.
  • Utilize analytical and creative problem-solving skills to resolve customer issues in a timely manner.
  • Participate in management meetings to discuss issues, concerns, changes, performance results, and enhancements as required
  • At the direction of the Manager, coordinate with other Senior Technical Support Representatives
  • Identify and communicate to Support Manager process improvement opportunities
  • Additional duties as assigned

Peripheral Duties:
  • Equipment: Reasonable care and operation of standard office equipment.
  • Business Contacts: Responsible for maintaining good customer relations. Generally deals with representatives and customers concerning matters that require tact and resourcefulness. Contacts with other departments including MACD, Retention, Vegas NOC, IOPS, Field Ops and Escalations Managers
  • Ability to learn and utilize all other necessary TPx troubleshooting tools.
  • Display a professional demeanor and show resiliency in challenging customer situations.
  • Ability to multitask and participate as an active team member at all times.
  • Flexibility to work varied schedules including weekends and holidays.

Desired Minimum Qualifications:
Education and Experience:
  • College degree or equivalent work experience.
  • Two to Three (2-3) years’ customer service experience desired.
  • Two to Three (2-3) years telecommunications (switch operations, Internet Operations, NOC, Repair, etc.) experience required
  • Two to Three (2-3) years of TDM switch experience preferred.

Necessary Knowledge, Skills, and Abilities:
  • Demonstrate excellent customer service skills including writing and verbal communication with customers, internal departments, external parties and anyone else as needed.
  • Demonstrate ability to handle difficult customer situations
  • Knowledge of DSL, EOC, DS1, DS3 and OCX loop troubleshooting and transport theory.
  • Advanced knowledge of networking to include TCP/IP and configuration of Small Office Home Office routers and client PC’s.
  • Demonstrate knowledge of DS1/DS3 troubleshooting and transport theory.
  • Demonstrate knowledge of T1/T3 loop troubleshooting and transport theory.
  • Understanding of the ILEC to CLEC relationship.
  • Ability to learn advanced troubleshooting using all TPx tools MRTG, CENTEST, EBOND and VTAG
  • Advanced knowledge of Cisco IOS and CLI interfaces.
  • Must possess strong personal computer (PC), wireless and, networking LAN/WAN skills
  • Solid demonstrated knowledge of router/network configurations and functionality
  • Displays knowledge and skills set in DNS, web-hosting, e-mail configuration and desktop support as required/applicable. Displays Intermediate to advanced knowledge of DNS to include various DNS record adjustments. Understanding of how name resolution works with regards to forward and reverse DNS.
  • Familiarity with basic web publishing and email client Trouble shooting.
  • Advanced knowledge of networking to include TCP/IP and configuration of Small Office Home Office routers and client PC’s.
  • Basic to intermediate understanding of email systems along with the ability to read and understand server logs and email header information
  • Telecommunications, computer networking and repair experience preferred.
  • Strong understanding of the PSTN (Tandam/End offices, trunking, call routing, etc.)
  • Strong understanding of the features available in the 5ESS switch and how they interact.
  • General knowledge of SS7.
  • Understanding of Q931 Protocols.
  • Knowledge of Network Trunk testing (105, 108 etc.)
  • Knowledge and understanding of various signaling types (Loop/Ground start, Wink etc.).
  • Demonstrate a continuing hunger to acquire and master all skillsets listed above which will facilitate and improve service to TPx Customers.
  • Ability to multi-task
  • Premier MS Repair technicians must have good typing and writing skills to perform their everyday tasks.
  • Must be a strong team player with the ability to manage critical issues concurrently,
  • This is a fast paced environment, and must possess a willingness to adapt, overcome, and succeed while remaining focused on the business impact and effective resolution path.

Special Requirements:
  • Must be available to work overtime
  • Weekends are required on a rotational basis
  • Must have the flexibility to work a different shift(s)/OT if called upon

Tools and Equipment Used:
Personal computer, including word-processing, database and spreadsheet programs.

Physical Demands:
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • 90% of the work day will be spent sitting at desk, typing on keyboard, viewing computer monitor, etc.
  • 75% of the work day will be spent speaking on phone
  • While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
  • The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The noise level in the work environment is usually moderately quiet.

Selection Guidelines:
Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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