Field Operation Support Specialist

Summary

To provide real time support to our Field technicians to aid in resolving technical and non-technical issues, to contribute to the overall MTTR and MTT. To perform 2nd tier diagnostics for broadband and voice fixed line faults to improve time to repair and to minimize the instances of truck rolls by technicians and contractors. To facilitates calls by the Contact Center.

Responsibilities

• • To provide real time support to our Field technicians to aid in resolving technical and non-technical issues, to contribute to the overall MTTR and MTT. To perform 2nd tier diagnostics for broadband and voice fixed line faults to improve time to repair and to minimize the instances of truck rolls by technicians and contractors.
• • To facilitates calls by the Contact Center.
• • Conducts diagnostics to minimize the restoration time for broadband/voice issues and also to minimize instances of truck rolls.
• • Provide real time support for Field Services Technicians and other third parties requiring technical support to understand and resolve broadband, IPTV and voice issues.
• • Provides on-the-job training for other members of the Command Centre department with respect to logical and physical level trouble shooting.
• • Participating in process improvement or other initiatives geared at improving overall customer experience.
• • Updating repair tickets / service orders with any change in plant information as reported by field services technicians/contractors in executing their assigned task.
• • Monitors the performance of the network elements periodically and reports any change impacting service availability and/or performance to the Network Operations Center, ensuring timely resolution and clearance of network incidents consistent with Service Level Agreements.

• Utilizes network management software to isolate issues in real-time.:

  • • Conducts diagnostics/troubleshooting for the various services IPTV, voice, and broadband.
  • • Utilize various forms of computer applications to aid in the first line maintenance and preliminary fault isolation, use the information generated by these tools to route faults to the appropriate maintenance streams/queues.
  • • Books/reschedules appointments with customers for technician/contractor visits.
  • • Configuration of customer premises equipment (modem/router/set top box/etc.) to connect to internet/data services.
  • • Updates self-help documents to assist customers/employees to fix issues on their own.

Required Skills

• • Knowledge of the processes and procedures that govern field and back-office operations of the Company.
• • Excellent analytical, verbal, interpersonal and communication skills
• • Customer focused.
• • Demonstrated computer skills, including Windows operating environment.
• • Experience working with multiple computer applications at the same time while interacting with customers.
• • Extensive knowledge of Networking Protocols including TCP/IP, ATM, xDSL, GSM/GPRS, VOIP, SS7, IPTV, WebTV, WIFI and thorough knowledge of various vendors product such as Cisco, Alcatel, Juniper, CALIX, Zhone, Huawei etc.
• • Knowledge of various types of networks hardware and software configuration
• • In-depth knowledge of network infrastructure, design and the OSI layers and standards
• • Knowledge of the service provisioning and management systems (CRM+, Liberate, ACUT, ACS, etc.)
• • Working knowledge of various network access services including RADIUS and TACACS+.
• • Competence in Microsoft Windows, common network sniffer and network management packages
• • Familiarity with various flavours of UNIX such as Linux and Solaris is an asset

Qualifications

• • Ideally, a bachelor’s degree in computer science, Electronics/Electrical Engineering, IT or equivalent qualification.

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