We are K8 Applied Innovation, a premier provider of technology, marketing, HR / Recruiting, administrative, and custom IT support on a worldwide scale.
Our expert team consults for leading companies on a global scale to help support integral business objectives leading to unprecedented success.
We are looking for Telecom Inside Test Technicians. This position will be assigned to perform several functions within the Commercial Customer Support Center including but not limited to the following functions : receiving incoming trouble reports from customers, screen incoming trouble reports, analyze trouble reports, test incoming trouble reports, resolve trouble conditions.
You will remotely test 911, DSO, DS1, and DS-3 circuits.
Key Responsibilities :
Receive and process trouble tickets.
Analyze trouble reports.
Test circuits as necessary and make action decisions.
Test with and for :
Customers / Vendors
Process Improvement Manager / Quality Analyst
Refer troubles to field forces.
Perform Test Assist to the NID for Customers / Vendors & others.
Control and coordinates circuit repair activities.
Refer troubles to responsible maintenance group(s).
Request and provide circuit repair activity status.
Provide timely status to the customer on repair activities
Request and coordinate circuit releases.
Initiate referrals to technical support group.
Recognize and deal with irate Customers appropriately.
Escalate problems inside and outside the center.
Restores service to the Customer.
Perform and coordinate Preventive Maintenance test.
Recognize Repeater and Chronic troubles and take appropriate action necessary to ensure they donâ€™t reoccur.
Monitor a special call receipt number, take calls from the customers and enter the troubles into the appropriate system
Answer the call receipt number
Gather information from the customer
Enter the trouble report into the system
Identify and flag irate customer situations and bring to attention of team leader
Address the incoming testing workload and perform chronic analysis
Picking a trouble
Analyzing the trouble
Deciding on the action to take (handoff or closeout)
Escalating on a process breakdown
Returning the circuit to the customer
Closing out the trouble ticket
Analyzing Chronic Repeaters
Required Skills and Competencies :
Excellent interpersonal and English communication skills with the ability to listen carefully and actively
Excellent problem-solving skills
Understand and demonstrate integrity and respect
Strong attention to detail with good time management
Ability to prioritize and multi-task
Must be self-motivated, pro-active, results-oriented
Experiencing in reading CLR / DLR to aide in troubleshooting effort.
Ability to perform trouble isolation through REACT software
Customer service skills for interfacing with customers
Class 5 switch experience (5E, DMS) troubleshooting D-Channel traps and translations troubles
Experience analyzing ss7 messaging
Working with field technicians to utilize complex testing devices such as protocol analyzers, transmission
measuring sets for troubleshooting service issues.
Experience working out of TA3000 shelfs
Performing tests, analyzing data and interpreting manuals and wiring diagrams to locate and clear trouble in switching equipment, data networks and associated peripherals.
Experience troubleshooting MUX's
Work with field on chronic circuit issues to pull PM's and put together plans to stabilize services on chronic facilities
Determine where on the span the network trouble resides and dispatch appropriate tech to resolve the trouble.
Troubleshoot up the hierarchy to determine if a T3 or higher issue is taking place to engage the NOC for an MSI
Circuit Testing, DS0, 911, DS1, T1, T3, Inside Technician