Activations Engineer II - Digital Services, Telecommunications

SUMMARY

This Activation Engineer II is responsible for providing test and turn-up expertise for all VoIP and Data products. To be considered for this position, a candidate must demonstrate a consistent ability to adhere to and promote the core competencies listed below:

• Provides service installation management for all Digital Voice customers.
• Interacts daily with complex SIP and Ethernet packet analysis to detect and fix call processing/registration issues.
• Creates, maintains, and updates internal documentation as necessary, including but not limited to process documentation, troubleshooting guides, Technician Rating Forms, modem report Card, etc.
• Utilizes internal systems to process trouble tickets with external carriers and internal resources.
• Maintains the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction. Identifies opportunities for process improvement that will result in demonstrated increases in production quality, efficiency, or quantity.
• Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.
• Availability to provide after-hours support via a rotating On‑call program.

In addition to these essential duties and responsibilities, Activations Engineers should be able to handle large projects, escalations, process improvement ideas and be a resource development for the company as a whole. This also includes:

• Manages the installation and configuration of CPE for VoIP and WAN connectivity to customers LAN including but not limited to:
  • SIP
  • INTEGRATED VOICE
  • HOSTED IP / VoIP INSTALLATION
  • DMARC EXTENSION
  • INSIDE WIRING
  • TROUBLE SHOOTING
  • IP PRI
  • LAN TOPOLOGY DISCOVERY
  • ADVANCED BROADBAND INSTALLATIONS
    • Failover Devices (Cradlepoint, Skyus)
    • Routing Devices (Business grade LAN/WAN routers)
    • Security Hardware appliances and cloud-based Software (Managed Firewall)
    • Wireless Access Points
    • SD-WAN
• Guide 3rd party Field Technicians through various work order activities.
• Completes VoIP Readiness & Service Verification Testing
  • Broadband Circuit Testing and Analysis
  • DOCSIS 3.0 Cable Modem transmission and receive level analysis
  • DSL Modem transmission and receive level analysis
  • Rate Shaping and QOS prioritization
  • Remediation Execution
  • VoIP Testing Procedures
  • Test Wi‑Fi networks as well as DECT wireless systems
• Provides internal activations for "coordinated" circuit installs.
• Performs MACD type updates/changes within the Broad Soft switch platform.
• Handles the Self‑Service Response Queue by answering incoming customer calls related to various self‑installation issues such as Installation Walk‑Through & Troubleshooting.
• Trouble Resolution & Reporting:
  • Performs Basic Trouble Shooting
    • Applies logical troubleshooting procedures to network services including logical fault isolation on network equipment, carrier circuitry, Customer Premise Equipment, customer wiring, and customer hardware / software applications.
    • Retrieves and analyzes SIP captures obtained from internal systems and/or Wireshark.
  • Identifies and escalates "next level" problems when appropriate including but limited to:
    • Networking and IP issues
    • Technician Issues
• Works within a queue at a high rate of speed while building quality relationships with technicians.
• Works closely with various internal teams to understand & implement requests.

• Performs portal‑based equipment configuration such as but not limited to:
  • Cradlepoint
  • Ubiquiti
  • Adtran
  • Sophos
• Remotely provisions customer premise equipment
  • Obi Hai
  • Panasonic
  • Polycom
  • Netgear
  • Yealink

• Ability to provision, test, and work in the following systems: "list is subject to change"
  • Broadsoft/Metaswitch
  • Quick Base
  • Team Viewer
  • Field Nation
  • Ubiquiti
  • Polycom ZTP
  • Panasonic ZTP
  • Obi Hai ZTP
  • Adtran
  • Share Point
  • Cradlepoint
  • Solar Winds
  • Redshift

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with…