CB Service Assurance Technician II

Cox Communications hiring for CB Service Assurance Technician II jobs in Poway, CA, US

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 on-site.
• 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 problem-solving 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.
• Demonstrated strong computer skills to include MS Office software applications.
• 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 fast-paced 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, problem-solving and analytical skills
• Demonstrated knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
• CCENT/CCNA qualifications are strongly preferred
• NRS1 Certifications are strongly preferred
• Knowledge of telecommunications, transmission systems, SONET, timing, digital cross-connect systems, DC power systems, and related Data telecommunications systems.
• Demonstrated ability to use T1, T3, OC3/12/48/192/DWDM, Ethernet, CSU, NIU testing utilization standard test equipment.
• Demonstrated strong troubleshooting skills.
• Demonstrated communications skills with the ability to effectively communicate both verbally and in writing.
• Demonstrated positive customer service skills.
• Demonstrated sound analytical skills with attention to detail.
• Demonstrated sound decision-making skills.
• Demonstrated ability to work in an ever-changing environment.
• Demonstrated ability to work within a team environment.

The statements in this job description are intended to represent the key duties, essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job.

PHYSICAL REQUIREMENTS:

• Ability to carry and use tools and equipment.
• Requisite ability to drive motor vehicle.
• Adequate ability to distinguish different color of wire.
• Ability to frequently bend, stoop and crawl.
• Ability to lift and carry 28ft 73lb extension ladder.
• Ability to lift and carry 54lb equipment.
• Ability to climbs ladder/stairs: performs find motor and pinching movements; pivots with feet and bends, twist and laterally flexes back; reaches at overhead, shoulder and knee.
• Frequently stands and walks; pushes/pulls with arms and grasps with hands; reaches at waist.
• Ability to climb ladder and/or utility poles and work in high places.
• Ability to work in small space (such as MPOEs and data rooms)
• Ability to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related.
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.

USD 37.02 - 55.63 per hour

Compensation:

Hourly base pay rate is $37.02 - $55.63/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits:

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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