NOC Field Support Technician III

Essential Functions: Interactively work with, CBT Installation and Repair Technicians, , and other intra/inter-department personnel to resolve network and customer-facing issues Duties include : o Testing, Provisioning and Repairing DSL, GPON and Access services (voice/data/video) o Troubleshoot installation/repair work items for customers provisioned to the Meta Switch (classic and cluster) o Correct assignment of facilities and equipment on service orders o Correct errors in various provisioning systems and databases Effectively multi-tasks to achieve specific measurable goals toward productivity and quality May be required to cross train others Monitor ticket status Utilize provided tools to generate, update, and dispatch network trouble tickets Education: Four years of High School or equivalent Certifications, Accreditations, Licenses: CCNA or equivalent Relevant Work Experience: 3 to 5 years in related field 3-5 years experience working with GPON/DSL/Access networks preferred Exhibits a high level of leadership and problem solving skills Demonstrated experience in customer contact skills Demonstrated experience in PC skills Demonstrated experience working with GPON/DSL/Access network equipment Demonstrated experience in one or more of the following: o Class 5/End Office digital or soft switch equipment o Time Division (TDM), IP or Wave Division (WDM) transport equipment Demonstrated experience with system incident management, Demonstrated experience with routers, modems, gateways and set top boxes; experience with premises wiring is a plus Demonstrated technical knowledge and methods of trouble shooting Special Knowledge, Skills and Abilities: Excellent oral and written communications skills necessary Previous customer contact position within last five years Demonstrated customer service, problem solving, and leadership skills Demonstrated experience in a call center environment Understanding of outside plant architecture preferred