Advanced Resolution Support Technician (Voice/Data) at BullsEye Telecom in Southfield, Michigan

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responds to all escalated voice repair issues, as well as responding to general (Tier 1 & 2) data, voice, and transport repair issues.


• investigates data issues including but not limited to verification of configuration settings (Static versus Dynamic), Firewalls, Subnet Masks, Bridge mode versus routed, etc.


• Interacts with customers, LECs, vendors, internal departments and others to efficiently restore and repair customer physical data layer trouble issues. Ensures that the appropriate BullsEye systems are updated with timely and accurate notes relating to vendor scheduling and site activity.


• Monitors real--time data circuits and responds accordingly to all transport outages.


• Opens trouble tickets with BullsEye service providers and follows through to resolution. Follows internal processes, completing necessary due diligence, to ensure proper dispatching of a technician.


• Works with internal departments as necessary to ensure proper configuration requirements are gathered.


• Gathers accurate data received from the customers and efficiently enters description of action taken into the appropriate system. Ensures all interactions are properly noted and written for publication.


• Recognizes dispatch trends and makes recommendations for process improvements.


• Understands BullsEye Telecom products and services and is able to apply that knowledge when addressing customer related issues.


• Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.


• Maintains the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction.

Experience

• 2 - 5 years: Troubleshooting circuit transport Issues


• 2 - 5 years: Troubleshooting Broadband issues


• 2 year(s): Understanding of OSI model


• 2 - 3 years: Call center experience in technical support

Education

• Bachelors or better

Skills

• VoIP


• DNS


• Mircosoft Office Suite


• Can Do Attitude


• Telecommunications


• Attention to Detail

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description