-
ID
#17804497 -
Job type
Permanent -
Salary
TBD -
Source
COX Enterprises -
Date
2021-08-03 -
Deadline
2021-10-02
CB Service Assurance Tech I
Arizona, Phoenix, 85001 Phoenix USAPermanent
Vacancy expired!
- Under close supervision, installs, disconnects, upgrades and migrations at customer premise applicable to complex services for all CB products and services which generally involve custom design and not HFC.
- Initially activates electronics by powering up the equipment to ensure service.
- Loads configuration from work package on customer premise equipment.
- Performs customer CPE testing on-site.
- Coordinates with provisioning to verify/finalize customer acceptance of service, confirming service is working as expected to initiate billing.
- Coordinates equipment pick up with boundary partners.
- Creates, updates and closes Remedy tickets and coordinates with change control as needed.
- Ensures quality of processes, programs and customer satisfaction.
- Plans daily route, requisitions equipment and supplies and stocks vehicle.
- Drives company vehicle between office, warehouse and work site in a safe and courteous manner and in accordance with all laws and company policies.
- Maintains vehicle and other equipment per service requirement and safety guidelines.
- Identifies and sorts equipment needed for work orders.
- Configures CPE in warehouse prior to installation at customer premises.
- Ensures appropriate iOS upgrade is applied.
- Performs basic functional testing of equipment to eliminate out of box failures.
- Initiates initial provisioning and basic configuration on IP phones and other standard customer equipment for drop-ship.
- Labels equipment, terminal ID (TID), circuit tags, cabling required for the job, and customer name/address.
- Packages equipment per work order in preparation for installation.
- Works with customer on integration of complex circuits such as BGP, EPLAN, EVPLAN, etc.
- Assists with initial turn-up of CPE equipment.
- Tests and verifies services in conjunction with the install team.
- Works with NTOC, Fiber Construction, RF Headend technicians, Switch technicians and Test Desk technicians to identify and resolve network or Customer Premises Equipment problems affecting voice, video and data services.
- Uses provided tools remotely to troubleshoot, diagnose and document system failures (JDSU test equipment, OSA, OTDR, Light meter) and vendor specific technology management tools.
- Supports all service issues for data, video, telephony or transport services on customer premise equipment.
- Assists with other tasks as needed or as assigned to improve the delivery of service to customers.
- Resolves questions/concerns effectively and efficiently through the use of active listening and personalized techniques based on the customers needs.
- Takes care of Cox Business customers needs, questions, or technical problems while at the same time educating and promoting Cox services to improve customer retention.
- Works with vendors to ensure equipment is installed and operating properly.
- Ensures quality of processes, programs and customer satisfaction.
- Complies with all safety procedures and policies.
- Performs scheduled maintenance of electronics on customer premises including battery routines, fan filter replacement, jumper management, and housekeeping at remote cabinets.
- Checks voltages, verifies the rectifier is producing alarms, and performs general quality control checks.
- Updates maintenance logs, network documentation, records and other information to ensure compliance with Cox and industry standards.
- This position may be required to work shifts and/or provide 24/7 coverage to meet customer demands.
- Work shift may include weekends
- High School Diploma, GED or related experience
- 1 or more year of experience preferred in related field (e.g., technical support, installation and maintenance)
- Working knowledge of IP, Ethernet, SONET, DWDM, DOCSIS, Video and telephone technologies
- Excellent interpersonal, communication and collaborative skills to work effectively with team throughout the organization
- Valid local State Driver's License and driving record that meets Cox standards
- Experience in telecommunications industry desired.
- Knowledge of IP protocols (e.g., DHCP, HTTP, TCP/UDP, FTP, TFTP, IP, DNS, etc.)
- Knowledge of IP services (e.g., MPLS, BGP, OSPF, QoS, etc.)
- Knowledge of OSI model and services (e.g., OSI layers, IEEE standards)
- Knowledge of structured cabling (e.g., Cat. 3, Cat. 5, etc.)
- Demonstrated understanding of protocol analyzers and data packet format
- Demonstrated strong computer skills to include MS Office software applications
- Knowledge of telecommunications, transmission systems, SONET, timing, digital cross-connect systems, DC power systems, and related Data telecommunications systems
- Demonstrated ability to use T1, T3, OC3/12/48/192/DWDM, Ethernet, CSU, NIU testing utilization standard test equipment
- Demonstrated strong troubleshooting skills
- Demonstrated communications skills with the ability to effectively communicate both verbally and in writing
- Demonstrated positive customer service skills
- Demonstrated sound analytical skills with attention to detail
- Demonstrated sound decision-making skills
- Demonstrated ability to work in an ever-changing environment
- Demonstrated ability to work within a team environment
- AA/AS degree or Technical Certification in related discipline desired (e.g., Technical Operations)
- 1 year experience in provisioning and troubleshooting layer II & III networks
- Prior commercial installation and technical support experience
- Cisco certification
Vacancy expired!
Report job