Customer Installation Engineer Technician

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Position Summary:

Customer Installation Technician will be engaged in the delivery (Configuration, Installation, Testing & Acceptance) of circuits and various company network device types. The Technician will also be required to provide technical support for internal teams, as well as customers who are in the process of activating services.

Primary Duties and Responsibilities:

- Configures, installs, maintains, tests, and troubleshoots company network & customer devices and circuits.

- Work with telephone companies to turn up circuits. Circuits include but not limited to: leased line DS0, DS1, DS1 hubs, DS3, DS3 hubs, OC3+, Ethernet, Frame Relay, DSL, ISDN, VPN, MPLS.

- Works with customers to install routers and auxiliary equipment (including cabling and demarcation extensions), and works closely with Field Technicians on equipment installation, configuration, and troubleshooting.

- Has a firm understanding of Remedy and Visionael databases, and updates Remedy and DSX(TDM Channelized services) sheets completely and clearly in a timely manner.

- Proactively identifies issues and potential faults & Performs troubleshooting (1st and 2nd line) and escalates effectively to 3rd and 4th line teams to ensure timely delivery & restoration.

- Works closely with internal groups such as Sales Support, Logistics, and the NOC to assist in solving problems, and communicates back to the various groups and/or customer as appropriate.

- Proactively identifies problem resolutions and process efficiencies in order to create a higher quality of service for our customers - In particular Automation

- Demonstrates individual leadership/ownership/accountability regardless of level and acts as a mentor to others.

- Assists with training of others within and outside the direct ICC team.

- Works as part of a global team and supports out of hours work as required.

- Demonstrates high sense accountability for all your actions while working on a live mission critical shared network - In particular excellent change management practices.

- Creates documentation for new processes and procedures.

Experience:

- 2-4 Years practical experience working in a mission critical IP network support and/or project delivery role

- Experience on moderately difficult, non-routine tasks/projects that require judgment in making decisions and recommendations on future improvements. Receives little instruction on BAU workload