Customer Support  

Summary Description: The Telecom Help Desk Technician will be responsible for supporting installation and maintenance of voice, VoIP, video and data tickets. Technician will be responsible for supporting resolution of network issues that include Tier 1 & 2 triage trouble tickets, fault isolation, dispatching technician when required to close trouble tickets. Technician supports internal Customer Support Analyst’s with network related single user service issues.

Key Responsibilities:

• Assignment for fiber voice, voip, data and video orders
• Assignment record keeping for all fiber facility updates and changes
• Perform end to end acceptance testing
• Analyze & resolve order flow fallout between network provisioning & order control systems
• Provide support for the all service fulfillment functions above including order correction and changes in DPI via CSRG and Circuit Provisioning Center
• Provide assistance to Installation & Maintenance Technicians during service installation and maintenance activities
• Perform trouble isolation for all network & undetermined troubles
• Perform complete and thorough end to end troubleshooting for all internal and external customers
• Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups
• Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report

• One year Customer Support experience
• Prior experience troubleshooting Successful candidate must be able to operate and interact effectively with multiple systems (databases, provisioning and troubleshooting) to perform job duties
• Ability to Troubleshoot Customer Service issues using tools and documentation provided
• Strong understanding of PC components and functionality, and ability to work on the equipment while sending/receiving data
• Working knowledge of communication LAN/WAN networking components (i.e., PCs, Routers, Multiplexers, Bridges, Switches etc.)
• Able to communicate effectively with customers
• Ability to perform more than one function at a time while communicating with internal and/or external customer
• Required to sit at a workstation for extended periods, while working at a computer terminal assisting internal and external customers
• Willing to work regularly scheduled tours including day, evening, night, weekends and holiday tours to facilitate 24x7x 365 coverage. Overtime may be required
• Highly dependable and ability to meet internal deadlines consistently
• Strong organization skills and attentiveness to detail
• Flexible and adaptable, willing and able to adjust to rapidly changing priorities
• Ability to work independently as well as in groups