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Job Title:

Operations Technician - Littleton, CO

Job Description:

Job title: Operations Technician

Location:  Littleton, CO

Duration: 6 months

 

Job Description:

This customer facing position is responsible for providing technical Tier II resolution for customer reported trouble tickets and assistance to other internal Client organizations. This position interfaces with Internal Client departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations. Proactively monitor and respond to and resolve network alarms. Management of circuits (100Gb, Ethernet & IP), perform testing of new network circuits as well as long-haul, metro and international optical networks. Analyze network troubles, assess performance data and develop design optimization plans accordingly. Interface with fiber vendors, telecom providers and other entities on complex technical matters. Ensure services conform to customer mandated SLAs for latency, packet loss, jitter, throughput.

 General Work Competencies / Abilities:

  • Comprehensive customer service skills
  • Effectively manages customer expectations (status and clear description of activities)
  • Able to work independently, meet deadlines, and multitask
  • Ability to communicate effectively to peers and higher levels of management through verbal and written communication
  • Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support
  • Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and Client field operations (FOPS)
  • Effectively manages customer expectations (status and clear description of activities)
  • Accurate and appropriate trouble ticket documentation/closure in multiple internal systems
  • Provides technical training and guidance to repair center operations technicians.
  • Advanced technical knowledge to affect Complex Trouble Restoration
  • Proven ability to direct problem resolution
  • Performs remote testing and repair activities within Client network elements
  • Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles
  • Ability to lead/coordinate repair activity with participation from Vendors, Off Net Carriers (LEC, CLEC, ILEC), Field Operations, and Internal Support Organizations
  • Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
  • Ability to learn in an on-the-job training environment

 

Basic Qualifications:

Ethernet:

  • 2+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment
  • Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
  • CLI provisioning or troubleshooting experience with Cisco, Juniper and Alcatel routers
  • Working knowledge of Carrier Ethernet operations
  • Experience with 802.1q, QinQ tagging, MPLS, BGP, and 802.3ad
  • Experience with QoS Configuration and Troubleshooting a plus
  • Ability to isolate and efficiently correct Layer 1 and 2 issues on Ethernet Circuits
  • Ability to work with Offnet Carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues
  • Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment and Cabling Issues.
  • Technical Call Center Operations experience.
  • General telephony repair work in a customer facing NOC environment
  • Strong working knowledge and experience on Metro Ethernet and IP communications (IPv4, IPv6, routing protocols)
  • Technical knowledge and experience on contemporary technologies (e.g. MPLS, Ethernet, eLAN-eLine, TCP/IP, BGP, QoS, IP, etc.)

 

Transport Services:

  • 2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment
  • Ability to understand and isolate physical layer problems.
  • Detailed understanding of OCn level services, OC3 -OC192
  • SONET, SDH, and Ethernet over SONET Multiplexing and Troubleshooting techniques
  • Working knowledge of OTN
  • Knowledge of DWDM and CWDM operation
  • Experience using equipment from the following Vendors: Cisco, Ciena, ONI, Tellabs, Alcatel Lucent, Fujitsu, Infinera, Digital Lightwave and T-Berd Testing Equipment
  • Remote Provisioning and Troubleshooting experience
  • Comprehensive communications skills working with multiple customers, organizations and different layers of management
  • Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment, and Cabling Issues.
  • Ability to use PM Data for effective Troubleshooting and Fault Isolation
  • Effective Workload Management
  • Working knowledge of RFC2544 and ITU y.1564 Testing a plus

Job ID:
351463

Dept ID:
10600

Location:
Littleton, CO
United States of America

Industry:
Online / Full App

Job Type:
Temp Position
Folder Group ID
258

Posted Date:1/4/2019

Domain:arna

Contact: nilesh.darji@advantageresourcing.com

Apply for this Position

Job Title: Operations Technician

Location: Littleton, CO

Job Type: Temp Position

Reference ID: 351463

Posted Date: 1/4/2019

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