Telecommunication Operations Technician III

Telecommunication Operations Technician (field)

Summary:

This is a front line customer service position responsible for equipment functionality, customer satisfaction and the overall company’s customer experience.

Job Responsibilities:

Duties and responsibilities include, but are not limited to:

• Installation, configuration, operation and maintenance of IP (data/voice) and telecom communications equipment, including associated DNS/DHCP configuration
• Use of IP and telecom communications testing equipment
• Use of software and hardware tools to identify and diagnose network status and problems
• Conducting complex network monitoring, equipment installation and maintenance activities
• Testing and turn-up of new circuits and/or equipment, including cross-connects and any other wiring
• Troubleshooting and repair of complex IP (data/voice) and telecom communications equipment hardware or configuration issues, within defined service level agreement periods
• Direct customer interface on install and repair requests related to new equipment installs and overall functionality of IP (data/voice) and telecom communications equipment
• Documentation of all activities per defined procedures
• Prepare daily documentation as required to status and close install and repair requests
• Mentoring/Training/Coaching of less experienced employees
• Follow the company processes and procedures to support custom configuration windows and network augments of VLANS, Routes, MPLS, and Firewall configurations for the SoA Data Center
• Maintain excellent Visio documentation skills

Preferred Qualifications:

• Cisco CCNA or CCNP certification a plus
• BICSI certification a plus
• Experience working in a team-oriented, collaborative environment
• Experience in a higher education environment
• Experience provisioning Cisco Call Manager
• Experience managing customer request via email / telephonically while keeping the queue at manageable levels
• Experience with inspectors and leaders of the construction, MACD, and billing activities for customer

Hands on experience with the following:

• Cisco Unified Communications System configuration and management, including Call Manager, Unity, IPCC, HUCS, Avaya, CER
• Nortel BCM, Nortel Succession, Mitel
• Cisco Layer 2 & 3 switch and router configuration and management
• Layer 2 and Layer 3 VLAN configuration and management
• Routing Protocols
• FWSMs and ASA
• Isolation of network outage causes and service restorations
• 2+ years experience in the operation and maintenance of Cisco switches and routers
• Experience with IP/Telecom testing equipment
• Strong customer service and documentation skills
• Strong Microsoft Office skills – Outlook, Word, Excel
• Valid Driver’s License and Satisfactory Driving Record
• Must be able to lift or move up to 50+ pounds
• Must be able to work off hours, on call and during holidays
• The ability to understand and communicate using technical concepts, practices and terminology
• The ability to self-manage responsibilities in order to achieve daily results
• The ability to navigate, understand, and implement actions within Cisco IOS, Avaya IOS and other technologies

Basic Qualifications:

• MACD work experience with Avaya and/or Nortel PBX systems
• Associate degree in Engineering, Electronics, Software, or Networks; or a related technical or vocational education or equivalent experience
• 8 + years of experience in a data network and/or telecom environment
• 5+ years experience working on complex assignments in IP communications (data/voice) and telecom equipment installation, operation, and maintenance activities

Work Environment:

• Wear appropriate safety equipment and follow company safety procedures
• Work independently and with other team members to complete job assignments and meet deadlines
• Perform clean up, work with power, lift boxes and equipment
• Work on ladders / lifts
• Maintain a Valid Driver’s License
• Drive and maintain a rental or company vehicle
• Frequent driving / work out of doors in all types of weather

Job Type: Contract

Pay: $25.00 – $35.00 per hour

Schedule:

• 8 hour shift
• On call

Work setting:

• In-person

Ability to commute/relocate:

• Lubbock, TX: Reliably commute or planning to relocate before starting work (Required)

Willingness to travel:

• 75% (Required)

Work Location: One location