Technical Service Technician (Mandeville)

Summary

Flow technical services technician is the technical person, who will be responsible for providing direct on-site support for Flow customers across the range of Direct Fiber service offerings. This position requires practical knowledge of Ethernet switching, IP routing and TDM technologies (TCP/IP, RIP, Enterprise L2 switching, TDM transmission) as well as knowledge of Service provider lease and switched circuits designs. Additionally, the position requires the ability to understand and integrate complex designs using multi-vendor equipment. The primary role will be to provide 2nd line support for turn up of customer service solutions for our corporate and enterprise customers. The Technical Services Technician will also provide 2nd tier support for resolving customer TDM and IP services issues. The position requires that the individual provide after hours and weekend on-call support on a rotating basis. The Technical Services Technician will also be expected to contribute to the ongoing improvement in general network availability, the training of 1st line support staff and reduction of problem calls by implementing pre-emptive maintenance practices.

Responsibilities

• • Perform coordination of the installation of Flow Direct Fiber services.
• • Liaise and coordinate with internal team to facilitate timely completion of direct fiber installs.
• • Coordinate configuration and installation of all prescribed CPEs to complete direct fiber service installation.
• • Coordinate and manage the maintenance of Flow Direct Fiber suite of services including managed services
• • Assist with the development and maintenance of installation standards for Flow Direct Fiber service.
• • Use SCCD trouble ticketing system to execute timely installation and maintenance of Direct Fiber services.
• • Communicate with team lead all anomalies that affect the performance or correct operation of CPE’s.
• • Perform scheduled assigned on-call duties to support direct fiber customers.
• • Accept failure report for Flow Direct Fiber clients, take ownership and work to resolutions.
• • Escalate faults to appropriate individuals within the time and scope specified in Flow Service Level Agreement.
• • Ensure all customer emails are responded to within set SLAs.
• • Perform Post-Sales support for all Direct fiber customer suite of services.
• • Performing all of the responsibilities with minimum supervision.
• • Communicate with management any issues that hinder your ability to perform your duties.
• • Question all information that is presented via email, verbal or written if you do not understand.
• • Continue to increase knowledge through internal courses, cross training and independent study.
• • Familiarization with all new services and product lines introduced.
• • Meet departmental goals and objectives and work towards Company goals.

Share This Job