Service Activation Tech II

TPI Staffing Inc.; City of Rochester (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A staffing agency in telecommunications is looking for a skilled technician to troubleshoot complex data networks and engage professionally with customers. The ideal candidate will have strong communication skills and experience in routing and switching, particularly with Cisco systems. Responsibilities include resolving installation issues, providing support for Field Technicians, and possibly mentoring less experienced staff. A positive attitude and ability to multitask are essential for success in this role.

Qualifications

• Strong communication skills, articulate in writing and orally.
• Ability to engage with customers professionally.
• Must perform in on-call rotation.
• Ability to manage logical fault isolation throughout the network.

Responsibilities

• Work with Customer, Vendors, and Field Personnel to turn up data networks.
• Troubleshoot complex routing issues.
• Act as a technical liaison for various projects.
• Staff the inbound call queue to resolve issues.

Skills

Data Core networking experience

General routing and switching experience

Cisco GSR experience

Cisco and Adtran IAD experience

Firewall experience (Fortinet a plus)

Desire to technically mentor and/or train less tenured technicians

Knowledge of MUXs, DACs, PSAXs

Positive working attitude

Strong technical aptitude

Job description

• · Work directly with Customer, Vendors and Field Personal to turn up data networks, and equipment including but not limited to: CPE, Firewalls, Access points, and bandwidth diversity boxes.
• · Troubleshooting complex routing issues between PE and CPE and CPE to Customer.
• · Act as an interdepartmental technical liaison and actively participate in various process, systems, and quality projects.
• · Candidate must have strong communication skills, and be able to articulate himself or herself well in writing and orally.
• · Role requires demonstrated technical proficiency with T1 circuit, CPE, and IP networking configuration, troubleshooting, and fault isolation procedures.
• · Position necessitates a strong sense of the customer and ability to engage with customers directly and in a professional manner.
• · Must be able to interact effectively with internal departments and customers to quickly resolve installation and fulfillment issues.
• · Staff the inbound call queue to resolve issues encountered by Field Service and Carrier Technicians, quickly locate information and delegate installations.
• · Ability to perform in on-call rotation
• · Deep understanding and ability to proficiently apply logical troubleshooting procedures to network services, top down. This requires the ability to manage through logical fault isolation throughout the network, to include network equip. carrier circuitry, CPE, customer wiring, and customer hardware and software applications.
• · Ability to work successfully in a fast-paced and demanding customer environment.
• · Strong understanding of T1 and Ethernet circuits, relative makeup, common applications, circuit composition, installation/repair process, and fault isolation procedures.
• · Desire to technically mentor and/or train less tenured technicians
• · Off hours and Weekend availability may be required as needed to service clients.
• · Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion.
• · Proactively resolve obstacles that interfere with job performance and/or job satisfaction
• · Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.

Required Skills:

• Data Core networking experience
• General routing and switching experience.
• Cisco GSR experience
• Cisco and Adtran IAD experience
• Firewall experience (Fortinet a plus)
• Desire to technically mentor and/or train less tenured technicians.
• Must have a positive working attitude, strong technical aptitude, and have the ability to lead by example.
• Knowledge of MUXs, DACs, PSAXs
• Must be able to sit or stand for extended periods of time, and perform other basic physical demands of the position as needed and have a strong ability to multi-task.