Description

Act as the primary point of contact for the Technician Support Center, resolving service and network issues for internal users and field technicians.

Responsibilities

• Handle incoming calls and chats to ensure one-contact resolution for internal work groups.
• Build and maintain copper and fiber inventory by interpreting job prints for LFACS, SWITCH, EMS, CMS, and Optius/ODiN systems.
• Resolve order fallout and discrepancies within Optius, ODiN, and ARMOR to ensure accurate processing.
• Manage inventory databases for outside plant, including GPON, POTS, Broadband, and G.Fast assignments.
• Collaborate with Field Operations, Network Services Engineering, and Construction teams to resolve complex network issues.

Required Skills

• 5+ years of experience in technical support or provisioning environments.
• Proficiency in troubleshooting Gigabit-Capable Passive Optical Network (GPON) and integrated digital loop inventory.
• Experience working with inventory systems such as Calix, Adtran, Poll DSLAM, IMPROV, and QMate.
• Ability to read and interpret job prints for LFACS, SWITCH, EMS, CMS, and Optius/ODiN systems.
• Strong analytical skills to review, correct, and resolve record discrepancies.
• Effective communication skills for probing, questioning, and problem-solving.
• Ability to manage multiple tasks and prioritize work under strict deadlines in a metrics-based environment.
• Competency in using various computer software, web-based applications, and multiple window screens simultaneously.

Key Skills

Education

Any Graduate