Field Support Specialist

The Field Support Specialist is a vital part of the Field Operations Team at Wyyerd Fiber. This position interacts with technicians to ensure on time service delivery and reliability. The Field Support Specialist will coordinate efficiency throughout the Field Operations team and technicians in the field.

Responsibilities:

Field Support

• Complete provisioning of ONTs (type of ONT, Speed Profile, Phone Service)
• Check light levels for technicians in the field
• Troubleshoot issues to get the ONT online or pull an IP
• Build phone service in Alianza on the correct device (ONT vs router)
• Activating Add Ons (ExperienceIQ and ProtectIQ) in Cloud
• Assist with troubleshooting device issues and change setting in Cloud as needed
• Assist technicians with moving assets in Intuition, as needed

Provisioning Dashboard

• Audit auto provisioning on all new service orders to correct failed provisioning
• Start and end vacation holds
• Disconnect service orders
• Change plan orders
• Speed changes
• Phone provisioning tasks prepped for final device provisioning

QC Dashboard

• Audit items on the dashboard, research, resolve items on multiple lists.
• Coordinate findings with Supervisors/Managers

Experience/

Qualifications:

Working computer knowledge

Understanding of ISP services and systems

Ability to work with other teams and team members

Ability to pass drug test

Work on weekends and holidays

This position description is not intended to be and should not be construed as an all

inclusive list of responsibilities, skills or working conditions associated with this

position. While this description is intended to accurately reflect the position's activities

and requirements, management reserves the right to modify, add or remove duties as

necessary.