Center Operations Technician

Customer Service TAMPA, Florida


Description

REQ:  3090
Hiring Manager
:  Linda Tetreault
Contractual job Title:  Center Operations Technician
Physical Street Address:  610 N. Morgan St, Tampa, FL 
Number of Vacancies:  1
Time-frame of Posting:  01/09/20 - 01/18/20
Wage Schedule/Scale:: A
Union:  IBEW 824/  CBA 011


Center Operations Technician 

 Scope & Responsibilities

This position is responsible for the design and provisioning activity from the DS0 level up to the SONET networks, as required to provide service across the Frontier footprint.  Interpret orders for service requirements, assign network elements, facilities and order the associated equipment.  Analyze network elements and facilities utilizing a variety of menu and non-menu driven systems to design, provision and provide service for designed services. Adhere to and apply all Tele Cordia and MEF standards during service delivery to the customer.  Review and evaluate vendor documents for equipment settings to ensure network and equipment compatibility.

Specific Responsibilities Include, but not limited to:

  • Processing ACD calls. Continual telephone contact with Techs and clients
  • Use of a computer terminal. At least 95% of the time spent is working at a computer terminal and sitting for long periods of time
  • High level of peer to peer and departmental interaction
  • Handle customer complaints
  • Analyze service order requests for accuracy and take the appropriate action to provide a quality product
  • Control and manage escalation/ status requests
  • Maintain M6 record integrity
  • Design and provision all internal and customer orders
  • Use specialized remote test systems to make all test adjustments to provision or restore equipment
  • Analyze manufacturer’s and informational systems to determine network element specifications
  • Attend and participate on conference calls
  • Create and or update Company procedures and guidelines on equipment usage and technologies associated with the design and provisioning of Design Services from voice grade through high bandwidth Cloud services
  • Create or maintain reports / spreadsheets as necessary for project control
  • Conferring and coordinating with other departments as necessary for project management to ensure delivery
  • Provide technical assistance to customers
  • Provision all internal and customer orders
  • Provide technical consultation to field forces in connection with special, switch and high bandwidth circuits

 

 

Required Skills:

  • Computer skills: Must be able to use Windows and navigate through menu and non- menu driven systems
  • Possession of basic keyboard skills
  • Ability and willingness to provide efficient, quality service, tolerate stress, and behave confidently when making decisions and performing worksteps
  • Demonstration of effective communication skills, using tact, courtesy, and questioning techniques in frequently sensitive pressure situations
  • Detailed oriented, produce work that is accurate and complete
  • Must be able to complete each phase of training both formal and on the job.
  • Knowledge of the components associated with different types of circuits
  • Knowledge of special service equipment and network connections
  • Knowledge of trouble shooting techniques, test patterns and commands used to deliver a quality product
  • Knowledge of bandwidth hierarchy
  • Knowledge of NC/NCI codes
  • Understanding of both electronic and digital theory / principle
  • Knowledge of switch types in the Frontier footprint
  • Knowledge of SONET network element provisioning (remoting into equipment)

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.