Test & Turnup Technician

Job Summary

The Test and turnup technician will be responsible for the final service activation and test of services recently closed by the Service Delivery process.  This role will need to be somewhat fluent in all products while relying on other escalation paths for support when needed.  This role will bridge the handoff between Service Delivery and the Network Operations team, this function will perform key function including configuration of network elements, circuit troubleshooting, routing/IP troubleshooting, installation, project management, and carrier coordination for test.  This role primarily supports the service delivery process and is utilized when there are exceptions to services when the customer attempts to utilized recently turned up services or require a scheduled activity for assistance when activating a service. This role will carry specific non-technical task to complete the full array of responsibilities - responsible for scheduling activities with customers, update orders with proper test results, and assisting with report generation for exceptions.  This ideal candidate must be flexible and able to plan many kinds of operational activities. This position is also responsible for regular process reviews and improvements, and process changes and creation as necessary due to changes in technologies and products or due to organizational changes in the company.

KEY MEASURES OF SUCCESS

Operating metric(s):

• On Time performance for scheduled test & turnup tasks.
• Participate in measuring and performing task reviews for service issues to harden the Service Delivery process
• Ensure that project goal meets or exceeds 95% on time performance.
• Decrease repeat trouble rates
• Maintain a positive, professional demeanor at all times with customers and interpersonal interactions.

Responsibilities

• Operating in a customer-focused and performance-oriented culture
• Ensure that schedule turn up events are met and assigned to the individual
• Ability to be flexible for after hours work when customers request specific times for assistance
• Ensure all scheduled activities are managed by the team are met on time and proactive
• Guide trouble-shooting efforts during escalations and turn up events, engage the appropriate personnel to resolve service-related issues that are not progressing timely.
• Provide weekly and monthly reporting related to stated metrics such as, Call queuing orders provisioned and completed, customer orders processed and handled.
• Responsible for maintaining and updating system, product, and process knowledge to ensure personnel are trained on new releases and changes.
• Knowledge of a broad range of services, including Optical Services, Ethernet, MPLS, TDM for both voice & data connectivity.
• Responsible for meeting or exceeding company standards pertaining to the quantity and quality of work performed on ongoing basis; as well as performing all work-related tasks in a manner that complies with all Lightpath’s policies and procedures.
• Interact with clients to support our Sales & Service Delivery as well as support/manage the existing customer base.
• Maintain strong inter-personnel skills for interacting with Management, NOC Team, Service Delivery, and clients.
• Participate in team meetings regularly to ensure information and feedback is shared bidirectional in a timely manner; and when areas for service improvement are identified and action plans are required.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Associates degree in Telecommunication, Engineering, Business, or other related curricula.
• 3-5 years’ experience within the telecommunications industry with a proven performance in achieving quality employee and customer satisfaction objectives. The candidate should have a thorough knowledge of system design, operational processes, security, fiber, land, and emergent telecommunications technologies.
• Ability to work with cross-functional teams.
• Excellent communications and problem-solving skills and teamwork.
• Solid teamwork and interpersonal skills and ability to communicate with customers, agencies, senior management, carriers, and vendors.
• Customer service orientation and high-quality standards
• Able to effectively handle multiple/complex tasks, and able to adjust priorities based on workload and tactical direction.
• Ability to work under pressure and tight deadlines
• Demonstrate professional work ethic in support of company’s values

Technical/Functional Competencies

• Strong written and oral communications skills.
• Working in a customer facing environment
• PC skills (MS Word, Outlook, Excel and PowerPoint)
• Demonstrate ability to interrogate BSS/OSS (Business and Operational Support Systems) system such as Remedy, Alarm Manager, NetCracker, Sales Force or equivalents.
• Maintaining communication within cross-functional departments associated with troubleshooting