CB Service Assurance Technician II

Cox Media Group San Diego, CA

About the Job

Cox Communications is searching for a Cox Business Service Assurance Technician II. This role provides technical support and problem resolution for Cox Business Enterprise customers in regards to voice, video and data.

Primary Responsibilities and Essential Functions

  • Performs scheduled maintenance of electronics on customer premises including battery routines, fan filter replacement, jumper management, and housekeeping at remote cabinets.
  • Checks voltages, verifies the rectify producing alarms, and performs general quality control checks.
  • Updates maintenance logs, network documentation, records and other information to ensure compliance with Cox and industry standards.
  • Works with vendors to ensure equipment is installed and operating properly.
  • Service Assurance
  • Diagnoses and resolves customer technical support issues in a timely, professional and courteous manner.
  • Performs both internal and external escalation on all hardware and software failures, circuit troubles and all optical multiplexers related outages to comply with Cox standards and provides feedback to vendors on network equipment issues.
  • Troubleshoots network hardware to isolate and determine solutions for a range of communication equipment or service failures using test equipment and monitoring or diagnostic tools.
  • Uses trouble ticket application (Remedy) as necessary to log and track customer related issues.
  • Works with NTOC, Fiber Construction, RF Headend technicians, Switch technicians and Test Desk technicians to identify and resolve network or Customer Premises Equipment problems affecting voice, video and data services.
  • Uses provided tools remotely to troubleshoot, diagnose and document system failures (JDSU test equipment, OSA, OTDR, Light meter) and vendor specific technology management tools.
  • Performs software updates to optical multiplexers and IP solutions according to engineering specifications.
  • Supports all service issues for data, video, telephony or transport services including Cox installed customer premise equipment.
  • Refers issues that require dispatched maintenance technicians to the appropriate department within the market.
  • Coordinates with Network Operations, Engineering and more senior technicians for new circuit turn-ups and to restore circuit outages.
  • Assists with other tasks as needed or as assigned to improve the delivery of service to customers.
  • Documents problems and solutions, completes reports and service orders using Granite database.
  • Resolves questions/concerns effectively and efficiently through the use of active listening and personalized techniques based on the customer's needs.
  • Takes care of Cox Business customers' needs, questions, or technical problems while at the same time educating and promoting Cox services to improve customer retention.
  • Maintains current knowledge and uses all appropriate processes and procedures for all related systems/applications.
  • Works with vendors to ensure equipment is installed and operating properly.
  • Ensures quality of processes, programs and customer satisfaction.
  • Drives company vehicle between office, warehouse and work site; maintains vehicle and other equipment per service requirement and safety guidelines; operates company vehicle in a safe and courteous manner and in accordance with all laws and company policies.
  • Plans daily route, requisitions equipment and supplies and stocks vehicle.
  • Complies with all safety procedures and policies.

Qualifications:

Minimum

  • High School Diploma, GED or related experience
  • 2 years of experience working with IP, Ethernet, SONET, DWDM, DOCSIS, Video and telephone technologies.
  • 2 years of experience specifically in provisioning and troubleshooting layer II & III networks for commercial customers
  • Demonstrated knowledge of performance testing and test equipment
  • Excellent interpersonal, communication and collaborative skills to work effectively with team throughout the organization.
  • Valid local State Driver's License and driving record that meets Cox standards

Preferred

  • AA/AS degree or Technical Certification in related discipline desired (Technical Operations)
  • Experience in telecommunications industry desired.
  • Cisco certifications: CCNA, CCNP