Posted in: Engineering in Charlotte | Posted: |
Job Description
Brightspeed is looking for an Activations Technician, Enterprise & Wholesale to join our team! In this position you will be responsible for the testing of layer 1 and layer 2, and implementation of services at layers 1 and 2, which include, Ethernet (EVC, UNI, OVC, ENNI, NNI). Your responsibilities will also include product and systems knowledge related to the activated services, technical validations, pre-testing, troubleshooting, activation, and post-activation with customers.
As An Activations Technician, Your Duties Will Include:
Complete activations (new installs, MACs, disconnects) for external customers with oversight
Partner with the applicable departments to troubleshoot activations for customers CCM's, Account teams, and Field Ops
Troubleshoot post-activation issues
Process orders according to SLA's, M&P's, On-Time Performance objectives and quality standards
Manage the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives
Maintains and supports the network infrastructure. Update all systems and databases with careful attention to detail
Provides accurate and consistent internal and external customer communication during established intervals using phone, email, and ticketing notes
Participate in overnight cutovers with customers that require hot cuts during maintenance windows
Behavioral & Technical:
Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, and ensure key solutions are executed and properly coordinated
Maintains a commitment to safe practices and holds others equally accountable
Complete a designated amount of work in a specified timeframe with a high degree of quality
Efficiently and accurately work with multiple types of information and/or perform multiple tasks simultaneously
