Descripción de la oferta: Associates Degree and three years of equivalent experience in related field and/or training or equivalent combination of education and experience. Experience in outside plant required

Responsabilidades: Effectively handle customer service repair and troubleshooting calls to assure repairs requests are properly reported and completed according to standards and procedures. ❑ Answer incoming phone calls and handle customer requests via Remote Assistance, which may include, but is not limited to CPE configuration changes, SoftSwitch changes to client’s lines, PBX lines and SIP lines, etc ❑ Responsible to investigate network outages to determine root cause, and provide recommendations for changes in processes & procedures, or network configuration to prevent recurrence of similar outages in the future. ❑ Ensure customer’s service is operational within specified repair time frame based on our SLA’s. ❑ Effectively maintain customers informed of their repair status based on our SLA’s. ❑ Update internal repair order tracking system on a regular day basis including any incidents related to the Network Performance. ❑ Notifies all internal groups of any major outages or network incident as per outages procedures or guidelines protocol for such incidents. ❑ Monitor Customer Premise Equipment and perform troubleshooting, provide solution to customer by diagnosing problem and if necessary referring to NOC 2nd Level, RFT, NEO, or Provider. ❑ Monitor WorldNet Network and perform troubleshooting resolve incidents and if necessary refer to NOC 2nd Level, RFT, NEO. ❑ Monitor systems alarm and provide support for any job under a Method of Procedure (MOP) in progress. Follow company policies and procedures to meet relevant company-wide statistics. ❑ Responsible of routine inspection of support systems such as emergency power plants, battery room, climate control, lab equipment, air conditioning and UPS Systems. ❑ Handling of all requests and authorization of Worldnet data center and colocation sites. Monitor all events for fraudulent calls destinations. ❑ Responsibility for rotation of day and night shifts and weekends. ❑ Performs all other duties as required.