Center Operations Technician

Engineering SAINT PETERSBURG, FL


Description

Req ID:    3284  
Hiring Manager:  Robin Duffey
Contractual Job Title:   Center Operations Technician
Wage Schedule:   A
Location: 821 First Ave N,  St Petersburg, FL
Post Dates:  02/07/20 - 02/16/20
REPOSTED:  03/09/20 - 03/18/20
Headcount: 1
Union:  IBEW 824 CBA 011
**PLEASE NOTE:  A RESUME MUST BE SUBMITTED IN ORDER TO BE CONSIDERED.**
(Corrected job description.  If previously applied no need to reapply)


Scope & Responsibilities 

This position is responsible for the maintenance and surveillance activity for 911 related services.  Analyze network facilities, switching equipment and special service circuits utilizing a variety of menu and non-menu-driven systems to isolate repair problems and restore customer service. Utilize technical standards and follow internal processes in order to provide and maintain 911 services to the customer.

Specific Responsibilities include, but not limited to:

  • Receive incoming trouble reports from customers
  • Screens incoming trouble reports
  • Analyze trouble reports
  • Test incoming trouble reports
  • Resolves trouble conditions
  • Clear roadblocks to improve MTTR
  • Receives and processes trouble tickets
  • Analyzes trouble reports
  • Monitor 9-1-1 alarms
  • Refers troubles to field forces
  • Performs Test Assist for Customers / Vendors & others
  • Coordinates circuit repair activities
  • Refers troubles to responsible maintenance group(s)
  • Requests and provides circuit repair activity status
  • Provides timely status to the customer on repair activities
  • Initiates referrals to technical support group
  • Recognizes and deals with irate Customers appropriately
  • Escalates problems inside and outside the center
  • Restores service to the Customer
  • Performs and coordinates Preventive Maintenance test
  • Recognizes Repeat and Chronic troubles and takes appropriate action necessary to ensure they don’t reoccur

Basic Qualifications:

  • Tests:  Results obtained from the Frontier interview for this position must meet minimum requirements established by the Company.
  • Knowledge of special service equipment and network connections
  • Knowledge of fiber systems, DACS, Muxes, SONET, Metro Ethernet, VOIP and DWDM
  • Understanding basic digital communication applications
  • Knowledge of electronic and digital theory/principle
  • Knowledge of Low Bandwidth and High Bandwidth circuits and how it applies in a circuit hierarchy
  • Knowledge of various central office switch types (i.e., GTD5, 5ESS, DMS100, DMS10) and/or adjunct devices
  • Knowledge of service orders, trouble tickets, and circuit diagrams
  • Knowledge of job-related facility, equipment, plant, tools, products, services, symbols, records, applicable techniques, and applications
  • Ability to communicate technical subject matter clearly, both written and verbal
  • Detail oriented, verify that work is accurate and complete
  • Demonstration of effective communication skills, using tact, courtesy, and questioning techniques in sensitive pressure situations
  • Positive attitude and eagerness to learn and provide excellent customer service
  • Ability to follow documented processes
  • Ability to communicate well with the customer

Training

Must be able to successfully complete each phase of training (both formal and on-the-job).

 

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.