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Form of workJOB SUMMARY:
Reporting to and working with the Advanced Business Services Supervisor, this technician will work individually or with other members of their team to provision, install, and maintain the services comprising REV’s Advanced Business Services product portfolio for new and existing business customers. These services include but are not limited to: Hosted Voice Services, Managed Wi-Fi, Managed IT, Metro-Ethernet, Point 2 Point and Structured Wiring. While the individual may be specialized in one or more products or functions, they shall be required to demonstrate proficiency in all provisioning and maintenance aspects of all Advanced Business Services’ products.
ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES – All Levels unless indicated otherwise (include but are not limited to)
- Performs service provisioning function on all back-office platforms and customer devices related to product service delivery
- Performs structured wiring installation and termination functions in compliance with industry standards and practices
- Performs transport provisioning, installation and troubleshooting function for legacy and current transport technologies
- Effectively communicates with on-site customer personnel to accommodate and satisfy all customer requirements related to product service delivery
- Successfully completes required product certification programs for all current and future products in the Advanced Business Services product portfolio
- Uses software and hardware diagnostic tools for accurate and efficient troubleshooting of customer issues
- Completes and utilizes any specialized safety training required by customer for working within designated customer premise areas
- Maintains a detailed understanding of REV’s Advanced Business Service offerings, delivery processes and technical capabilities
- Maintains a detailed understanding of REV network technologies and topologies from central office to customer premise
- Remains in compliance with REV’s policy for on-call personnel as per current corporate policy
- Attends and participates in staff meetings and other meetings as necessary
- Attends and participates in all customer project meetings as directed
- Supports the team by assisting with shared workload and shares knowledge
- Able to work self-supervised (Lead)
- Responsible for training technicians on new products and services (Lead)
- Able to make decisions that best suits customer’s needs (Lead)
PERFORMANCE STANDARDS (All Levels unless indicated otherwise)
- Accepts responsibility
- Communicates effectively with team members, customers, and management
- Ensures quality assurance standards within deadlines
- Maintains confidentiality
- Manages time wisely
- Provides services that meet Management, customer, and employee expectations
- Utilizes appropriate safety equipment and follows established safety procedures
- Work cooperatively with Advanced Business Services team members and other operational teams on customer implementation projects as well as normal business operations
- Will maintain an average of 3 Service Orders or 7 Troubles completed a day. (Subject to change)
- Level I - Will be considered a generalist in all products. Tech should be able to deploy all products but may not have a full understanding of the product
- Level IIand III – Will maintain an average of three (3) jobs completed per day (subject to change)
- Lead – Will maintain a 72-hour turnaround on site surveys
BEHAVIOR:
Upholds and acts in accordance with REV’s Guiding Principles.
EVALUATION:
Performance of this job will be evaluated in accordance with procedures established by the company on the evaluation of management personnel.
QUALIFICATIONS & PREREQUISITES – (All Levels unless indicated otherwise)
Required:
- Must possess a valid driver’s license
- Associates degree or equivalent work experience preferred; and/or a High School Diploma
- Proficiency in MS Office products
- Demonstrated understanding of interdepartmental order processes
- Detail oriented, highly motivated, proactive and self-directed
- Ability to work effectively with project teams, operational personnel, customers, and executive management
- Punctuality and the ability to adhere to a directed schedule of assigned tasks
LEVEL I – In addition to the above
- 5+ years related experience in data and telecommunications service delivery functions
LEVEL II– In addition to Level I Requirements
- 7 years of related experience in data and telecommunications service delivery functions
- Must certify in T1, PRI, Metro-E
LEVEL III – In addition to the Level I Requirements
- 10 years of related experience in data and telecommunications service delivery functions
- Must certify in T1, PRI, Metro-E, Managed Lan, Managed Wi-Fi, Hosted Voice
LEAD – In addition to Level I Requirements
- 15 years of related experience in data and telecommunications service delivery functions
- Must certify in T1, PRI, Metro-E, Managed Lan, Managed Wi-fi, Hosted Voice
LEAD – Preferred:
- CCNA or Junos Certification
GENERAL INFORMATION:
This job description does not restrict the company’s right to assign or reassign duties and responsibilities of this job at any time. This job description is subject to change at any time.
