Access Recovery Team Engineer (2081) at Englewood

Job Description

JOB DESCRIPTION – ART Engineer (Tier II)

Title: ART Engineer, TIER II (EFM/NETOPS/Special Handling Team)

Classification: Exempt

Immediate Supervisor: ART Manager, Operations

Department: ART (Access Recovery Team)

Responsibilities:

• · Must arrive to work on time and login to begin work at the start of your designated shift.
• · Document information accurately in Siebel notes for all interactions.
• · Must be available to receive inbound calls for business needs.
• · Consistently meet the minimum scorecard requirements for this function.
• · Focus on obtaining promoters for TSAT scores. (Customer Satisfaction Surveys)
• · Work with the ILECS, TSV’s and FST’s when required.
• · Will support WBU’s, Cloud services, Fiber, EFM and T1 technical issues.
• · Must be process compliant within the company and departments processes, guide lines and policies.
• · Actively participate in training classes for new products and services, as well as refresher trainings
• · Identify any areas for improvement in regards to the department’s procedures.
• · Be a team player, be able to assist anyone when needed or requested.
• · Be proficient with all testing tools and data bases required to perform his job function.
• · Order re-home T1 circuits and EFM pairs as required.
• · Responsible for handling chronic/Special handling issues.
• · Configuring WBU’s and deploying as required.
• · Ownership of CAT escalations when assigned.
• · Taking assigned tasks from management as needed.
• · Achieving customer satisfaction. Promote positive TSAT scores when working troubles.

Job Requirements

• · Extensive knowledge and Troubleshooting skills – specifically in the following areas;
  
  
  • o Layer 1 transport , DS1, EFM and DS3 Circuits
  • o TCP Protocol Stack and IP Connectivity
  • o Knowledge of bridge taps, load coils and smart jacks for copper transport.
  • o Test patterns used in the T1 circuit arena
  • o Must have knowledge of demarks and T1 extensions
  • · Excellent analytical and communication skills. Must be articulate, specific, and accurate when communicating to our customers.
  • · Required to document all interactions into the Siebel notes.
  • · Knowledge of LAN’s and CPE connections. Familiar with Cbeyond’s Network topology.
  • · Self starter who can work effectively and independently.
  • · Candidate must be able to complete assigned duties and/projects with little or no supervision.
  • · Ability to learn and retain knowledge that is relative to the job function assigned.
  • · Possess and consistently demonstrate excellent customer service skills. (Verbal and non-verbal)
  • · Must be available to shift bid every 6 months or when business needs dictate.
  • · Must be able to work any shift for business needs. (includes nights, weekends, holiday’s)
  • · Prior experience working in a call center/tech support/NOC environment. (ACD driven)
  • · Experience interfacing with LECs, ISPs, and other vendors or service providers.
  • · Knowledge with Cisco commands with enable access.
  • · Thorough knowledge (and demonstrated ‘hands-on’ experience) of the following;
    
    
    • Cisco 2500 series routers (remote access)
    • Actelis EAD and EFM topology.
    • WAN and LAN protocols and technologies – specifically BGP, OSPF, MPLS, Ethernet, NAT, and DHCP.
    • Fiber/Cloud technology concepts
    • Configuration experience with Cisco routers and switches including IOS versions.
    • Ability to work various shifts including week end, nights, holidays and occasional overtime when needed.

Desirable – Not Required

• Experience working for production internet service providers, ASP, ILEC, CLEC, or IXP.
• 4-year technical degree (preferably Engineering or Telecommunications) or proven equivalent work experience
• CCNA and CCNP Certification
• Thorough knowledge of MGCP (or alternatively, IPDC and/or SIP) and SS7 (including use of SS7 Protocol
• Analyzers)
• Bilingual in Spanish (Fluent)

The above declarations are not intended to be an “all-inclusive" list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.

Country: USA, State: Colorado, City: Englewood, Company: Cbeyond.