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Advanced Services System Specialist

Purpose:
The purpose of this position is to support Advanced Service Technicians and responsible for daily operations, deployment and outage resolution for various Managed Service Products.

Essential Job Functions:
  • Responsible for Pre-staging/Programming managed services video related equipment such as ATX, Vecima and Video channel insertion gears
  • Responsible for Pre-staging/Programming managed service network related equipment – Cisco Routers, Switches and Access points
  • Troubleshoot and resolve service level and/or critical and system related issues
  • Document projects including scope, costs, schedule, testing and terms of delivery to ensure project is completed with the highest level of quality and on time.
  • Provides technical guidance to Advanced Services Technicians
  • Test and validate all new hardware, software and connections for proper configuration and performance.
  • Test, troubleshoot and write technical manuals for field related tools for Advanced Technicians use.
  • Coordinate with other Commercial engineering and hub engineering department to troubleshoot Managed services related issues.
  • Under general supervision, responsible for configuration and optimization of company's hardware and/or software products and multivendor systems at customer sites.
  • Oversees any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.
  • Checks out and approves operational quality of system equipment, before field deployment verifies and approves operational quality.
  • Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
  • Conducts test procedures to diagnose and resolve product performance problems at installation. Work may include product exchanges or more complex problem solving. Identifies areas requiring product improvement and implements upgrades and hardware or software engineering change orders.
  • May provide feedback and customer support regarding product performance problems and suggested solutions.

Required Qualifications:
  • Experience troubleshooting and repairing video, Network and Wi-Fi system related equipment preferred.
  • Ability to troubleshoot with advanced services technicians over the phone and provide technical assistance.
  • Must possess the ability to communicate effectively both verbally and in writing.
  • Ability to write reports, business correspondence, and technical manuals.Ability to manage multiple contacts and projects.
  • Excellent organization, multi-tasking, communication, and teamwork skills.
  • Ability to work quickly and efficiently in highly stressful situations.
  • Ability to consistently produce high quality, on-time, and error-free results in an interrupt-prone environment.
  • Interface with various departments with various technical levels to coordinate service activation and troubleshoot product performance issues, including Billing/IT, Marketing, Corporate, Customer Service, Technical Operations, Engineering/Maintenance, equipment vendors and contractors.
  • Must be self-motivated, highly organized and detailed with great follow-through.

Education:
High school diploma or general education degree (GED); or equivalent training, education and experience.

Travel:
Some travel required.