Fault Management, Damage Diagnostic & Technical Support Specialist

Summary

To perform diagnostics and troubleshooting for broadband, IPTV and voice provisioning and maintenance impairments resulting from the previous action. This will aid in the improvement of the KPIs of Mean Time to Repair (MTTR) and Mean Time to Install (MTTI), hence, minimizing the instances of truck rolls by technicians and contractors. Also, to facilitate calls from Field Services Technicians and those escalated by the Contact Centre.

Responsibilities

• • Action all voice, video, and data services for our customers within the documented company’s stated KPI’s to minimize instances of truck rolls.
• • Provide real time support for Customers escalated by Contact Center to 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.
• • Updating all trouble tickets should be updated with accurate information, including device(s) serial number (Gpon), username/password, package, line test results and any trouble shooting actively performed on the trouble ticket.
• • 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.
• • Resolve or escalate e-mail queries from Tech Ops Escalation mailbox, involving coordinating the Support groups required to provide corrective action to appease a customer’s request for service or restoration of service.
• • Answering calls from external Contact Centers and Field Technicians/contractors requiring technical support to understand and resolve broadband issues.
• • Ensuring All Tickets from D, P & E-Queue, tag with “user 6” are pulled, pattern created using parameters provided on the Damage sites, then associate the tickets, send text message, via text blast to affected Customers update Aduit in Liberate.
• • Track created damage on GIS. Once Damage is recommended by the OSP Team for migration, all Customers impacted, information should be pulled and shared with the Customer Experience and Migration Team, to advise them of migration.
• • Close patterns and elements for all resolved damage/incident (CC Tier 3/Email alert).
• • Update Liberate audit for affected Customers and inform them via text blast.
• • All B2B, Static IP Escalations should be actioned within 4 hours after reaching the Fault Management and Technical Support email.
• • 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.
• • Participating in process improvement or other initiatives geared at improving overall customer experience.

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 are an asset.

Qualifications

• • Ideally, a diploma in Computer Science, Electronics/Electrical Engineering, IT or an equivalent qualification.

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