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Desktop Support Technician
4 months ago
The primary point of contact for theTechnician Support Center is the handling of incoming calls andchats from Internal work groups. We work in various systems todetermine the serving terminal and availability of cable pair andmiscellaneous assignments and programming for Quantum Fiber POTSBroadband GPON G.Fast and NIC2. We utilize various computer systemsto assist service order processing. We resolve discrepancies toensure orders are processed accurately and utilize ARMOR to processdelayed orders.
Resolution of Quantum FiberOrder fallout within Optius and ODiN and interact with otherinventory systems such as: Calix Adtran Poll DSLAM IMPROV and QMatewhile working directly with field technicians to assist with theirinstallations and repairs.
The MainResponsibilities
Responsible fordaily support functions of Service Delivery. We have various workshifts available Monday through Friday over the weekends and onholidays.
Primarily perform work duties sitting at aworkstation utilizing a computer and telephone for extendedperiods.
Handle incoming calls and chats in aprofessional efficient manner focus on one contactresolution.
Support functions that entail building andmaintaining copper and fiber inventory across a crosssection ofClient service areas. Maintaining inventory databases for outsideplant.
Read and interpret job prints to build plant andGPON inventory into LFACS SWITCH EMS CMS Optius ODiN and ServiceDelivery / NCON. We work with copper fiber and integrated digitalloop inventory for simple and complex provisioning.
Partner with Field Operations Network ServicesEngineering and Construction and other Operations teams to resolvecomplex or multifaceted service/network issues via collaboration byemail or phone.
Act as subject matter experton any issues involving facilities and their proper registrationwithin databases. What We Look Forin a Candidates
Must be able to prioritizemultiple projects and perform under strict deadlines.
Multitasking experience in a fastpaced environment prioritizing andcompleting work tasks with speed and accuracy in a detailedmetricsbased work environment.
Working knowledge ofcomputer software systems utilizing multiple window screens emailand webbased applications.
Broad knowledge/understandingof how Provisioning and Repair Systems work/flow together frombeginning to end.
Must have strong communication skillssuch as probing asking detailed questions to understand andproblemsolving to reach resolution.
Ability to provideefficient quality service to both internal and external customers.Resolve customer escalations with delayed orderconditions.
Experience with problemsolving and utilizinganalytical skills to review correct and resolve recorddiscrepancies.
Candidates should be able to workindependently with little supervision utilizing the numeroustraining materials videos and reference documentsavailable. Thanks& Regards NayakTeketi Phone : Email: Web:
