Receive calls on troubled circuits and to remotely test to diagnose and repair if possible.
Review circuit engineering in Ciras, Metasolv, and Otto/WFA.
Tools used are REACT, Intas, Avaya, Otto, Access Care, TRACS, and Telenium.
Knowledge of HDSL, T1’s, T3’s, Circuit Engineering, DACS, Analog Circuits, DDS, CLLI Codes, and Toll-grades.
Remotely test and trouble and isolate when possible.
Set up dispatch request based on test results and/or trouble reported.
Manage MTTR on trouble reports
Manage all active tickets from inception to completion by monitoring status and performing.
Notifications & Escalations as outlined in the TCE job aid.
Provide both proactive and reactive updates to customers on all active tickets.
Perform “Critical Circuit” notifications on all critical circuits.
Perform customer requested escalations.
Perform “Dispatch/Callout” escalations in the event of a ticket pending Tech assignment for extended periods of time.
Perform “Time Based” escalations/ notifications based on outage time.