Business Solutions Supervisor

General

Summary:

The Business Solutions Supervisor assists with day-to-day installation, maintenance, monitoring, repair and provisioning of Independent Local Exchange Carrier (ILEC) and Competitive Local Exchange Carrier (CLEC) networks including but not limited to customer premise locations, Central Office (CO) and secondary transmission sites. Responsible for preventing service degradation and insuring service reliability.

• Assists the Business Solutions Manager & Smart Solutions Coordinator by handling some of the day-to-day functions including dispatching technicians to business trouble tickets and responding to emails from business customers.
• Approves Tier 2 technician time sheets & time off requests.
• Assists Tier 2 Technicians with any questions or issues they have, as it relates to their daily work.
• Assigns workload to other Tier 2 Technicians.
• Keeps Business Solutions Manager & Smart Solutions Coordinator up to date on projects and daily workloads.
• Keeps Tier 2 Technician training and procedure manuals up-to-date.
• Monitors alert systems.
• Escalates issues to other departments.
• Monitors queue and dispatches customer troubles from the IVUE software to the proper Service Tech that has been entered by NRTC 24/7.
• Assists with installs and provisions of network electronics and cross connects for connectivity to local/regional infrastructure, which includes documentation and maintaining associated records.
• Assists with provisioning and installing telephone and internet services to ensure daily installation activity is carried out and documented on a timely basis.
• Reviews new installation requests for service provisioning and coordinates special access services/circuits.
• Selects routing of lines and determines equipment requirements as appropriate.
• Works remotely with Service Techs during customer installs and repairs.
• Determines existing physical plant capabilities and future growth specifications for voice, data, and broadband applications including subscriber carrier and other transmission systems.
• During a normal work shift an employee constantly operates a computer, mouse, and other office equipment.
• Job requires that the employee regularly grasp and/or pick up objects.
• Assists as needed with communications wiring in the office.
• Assists with Helpdesk tickets when required.
• Demonstrates dependability through good attendance and adherence to timeliness and schedules.
• Required to hold a valid Driver’s license.
• Must be able to lift a minimum of 30 lbs.
• Performs other duties and responsibilities as assigned.

High School Diploma or equivalent plus one to two years related experience. Ideal candidate will have a working knowledge of Windows O/S, IP networking and Wi-Fi. Prefer candidate with IT related background. Previous telcom experience is a plus.

Salary Range: $22.00 - $25.00 per hour

Mid Century offers an excellent benefits package including medical, vision, short-term disability, long-term disability, 401k with employer matching, paid leave days, sick leave days, and holidays.