Cb Service Assurance Technician Ii - San Diego, United States - Cox Communications

Cox Communications

Verified Company

San Diego, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

Troubleshoots and resolve CB related issues at customer/cabinet/colocation premise to include but not limited to issues with aggregate devices, routers, optical access equipment and related services.
Installs, disconnects/decommissions, upgrades and migrations at customer/cabinet/colocation premise applicable to complex fiber services for all CB products and services which generally involve custom design and not HFC.
Loads configuration in compliance with MOPs and supporting documentation on customer/cabinet/colocation premise equipment.
Performs customer/cabinet/colocation testing onsite.
Executes transport equipment decommissions with customers and boundary partners.
Creates, updates, and closes Remedy tickets and coordinates with change control as needed.
Identifies, assess, and interprets requirements (Scope/Equipment/instruction) required for work assignments (Tickets/Tasks/Project Order).
Configures CPE and services in lab prior to planned installation and/or replacement at customer/cabinets/colocation premises.
Configures CPE and services in customer/cabinet/colocation premise to support emergency replacement.
Ensures appropriate iOS upgrade is applied.
Performs basic visual assessment and functional testing of equipment to eliminate out of box failures.
Labels equipment, terminal ID (TID), circuit tags, cabling required for the job, and customer name/address.
Troubleshoots complex customer topology/circuits such as BGP, EPLAN, EVPLAN, etc.
Uses provided tools to physically and remotely troubleshoot, diagnose, analyze, resolve and document work activities (e.g., JDSU test equipment, OSA, OTDR, Light meter) and vendor specific technology management tools.
Assists with other tasks as needed or as assigned to improve the delivery of service to customers.
Resolves questions/concerns effectively and efficiently through the use of active listening and personalized techniques based on the customer's needs.
Works with vendors to ensure equipment is operating properly.
Ensures quality of processes, programs and customer satisfaction.
Complies with all safety procedures and policies.
Checks batteries & rectifiers and coordinates repair/replacement per market practice.
Trains and assists other CB Service Assurance personnel on technical procedures, installation and troubleshooting techniques as it relates to technical networks.
Works closely with various engineering groups and technicians to develop and implement tools and processes to improve capabilities and ensure quality service levels.
This position may be required to work shifts and/or provide 24/7 coverage to meet customer demands.
Plans daily route, requisitions equipment and supplies and stocks vehicle. Drives and maintains a company vehicle per safety guidelines and in accordance with all laws and company policies.

QUALIFICATIONS AND EXPERIENCE:

Education & Experience
**Minimum Qualifications

High School Diploma/GED or equivalent, plus 3 years' experience in related field (i.e. Technical Support, Installation, Maintenance) OR 5 years of equivalent experience in lieu of a diploma or certification.
3 years of experience working with IP, Ethernet, SONET, DWDM, DOCSIS, Video and telephone technologies.
3 years of experience in provisioning and troubleshooting layer II & III networks for commercial customers.
Understanding of how to install and configure network equipment.
Ability to communicate with people with various levels of technical knowledge.
Diagnostic and problemsolving skills to troubleshoot problems and find solutions.
Critical thinking skills to solve complex problems.
Dexterity when handling manual repairs and tests.
Working knowledge of performance testing and test equipment.
Excellent interpersonal, communication and collaborative skills to work effectively with customers and boundary partners throughout the organization.
Knowledge of IP protocols (e.g., DHCP, HTTP, TCP/UDP, FTP, TFTP, IP, DNS, etc.).
Knowledge of IP services (e.g., MPLS, BGP, OSPF, QoS, etc.).
Knowledge of OSI model and services (e.g., OSI layers, IEEE standards).
Knowledge of structured cabling (e.g., Cat. 3, Cat. 5, etc.).
Demonstrated understanding of protocol analyzers and data packet format.
Proficiency in computers, software, and database systems.
Ability to work independently and as part of a team.
Excellent communication and customer service skills.
Ability to work in a fastpaced environment.
Must be able to work nights, weekends and holidays as needed. Valid local State Driver's License and driving record that meets Cox standards.

**Preferred Qualifications

Proven experience as network technician or relevant position
Outstanding diagnostic, problemsolving and analytical skills
Demonstrated knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
CCENT/CCNA qualifications are strongly p