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JOB DESCRIPTION:
Major responsibilities, duties and essential functions (list in order of importance): Customer Support (trouble tickets); Troubleshooting Optical Network Issues; Customer Installation/De-install; Ensure customer SLAs are maintained including escalations; Be a focal point for customers during the problem life cycle; Maintain documentation and systems; Coordinate Change Management Activities; Provide Technical Support and guidance to junior engineers and Field Operations. Secondary responsibilities and duties (Responsibilities/important duties performed occasionally or in addition to the essential duties of the position): Follows pre-defined course of action in response to installs, alarms and customer inquiry; Position may require a modicum of independent judgment during network events should standard protocol not resolve the issue; Judgments are based on experience, and technical knowledge.
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REQUIRED SKILLS:
Degree: High School or G.E.D. required, VO-TEC or College preferred. Work Experience(# of years): 2+ years experience in communications install or support environment. Computer Skills: Strong computer skills, both MS Windows and *NIX preferred. Other: Experience in the operation and maintenance of optical transmission networks. Experience and training on the following optical technologies: SONET/SDH/DWDM transmission equipment helpful. Proven ability and knowledge of basic network management systems and diagnostic methods. Good communication and inter-personal skills are essential. Must be able to express thoughts clearly and succinctly in both conversation and writing. Preferred is a second foreign language. Working Conditions and environment (i.e. necessary travel, work hours, unusual environmental conditions, etc.): Interacts with peers to give/receive shift handoff and to coordinate activities and events as they occur; Interacts with field engineers by providing direction during customer dispatches; Will act as technical and procedural escalation point during shift; Will work with management to research and develop post mortems.
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