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Advanced Services Repair Technician

Salt Lake City, Utah
Job Description:

Primary Responsibilities: (other duties may be assigned)
  • Provide the highest level of technical support to internal and external customers
  • Analyze, diagnose, and remediate (when possible) complex customer problems
  • Problem analysis, escalation and root cause with Partnering Carriers for Broadband and DS1+ products.
  • Identify frequently occurring issues and coordinate with Partnering NOC management as needed
  • Work with all departments to facilitate issue resolution of service incidents.
  • Take ownership of escalations and drive towards resolution.
  • Review escalated issues to identify trends and communicate
  • Organize and facilitate calls between multiple parties
  • Consistently model the highest levels of teamwork and professionalism
  • Learning and staying up to date with product releases and environment changes
  • Work under minimal supervision
  • Always keeping a can-do attitude and willingness to help others
  • 3+ years of telecom experience both voice and network/data support
  • Ability to analysis logs, tickets and use various tools to remediate problems
  • Organized and practical approach to solving challenges with proven history of resolving technical issues
  • Ability to quickly assess and understand a situation and communicate what is occurring
  • Ability to facilitate and/or manage non-technical conference bridges addressing high priority service incidents
  • Detailed oriented
  • Strong troubleshooting skills with the ability to be dynamic and adapt
  • Must work well in a team environment
  • Fast learner is a must
  • Working knowledge of network technologies
  • Ability to multi-task
  • Highly motivated at achieving results
  • Comfortable managing multiple, high-priority issues simultaneously
  • Strong decision-making ability
  • Strong oral and written communication skills
  • Excellent organizational and time management skills
  • Able to set and manage expectations
  • Takes initiative to learn and develop

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