Service Assurance Engineer
CurrentTesting and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's.Viewing router logs, loop testing, head to head testing, HDSL and PM Stats review.Manage multiple issues simultaneously in high pressure environment where change is commonplace. Inbound/outbound technical call handling from customers, agents, and transport partners.Create internal… Show more Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's.Viewing router logs, loop testing, head to head testing, HDSL and PM Stats review.Manage multiple issues simultaneously in high pressure environment where change is commonplace. Inbound/outbound technical call handling from customers, agents, and transport partners.Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.Working directly with CLEC's and ILEC's to troubleshoot customer T1, DS3, Ethernet, Fiber, and Voice issues.Provide technical support which includes training and educating end users. Escalate to Senior/Lead Technician on shift as necessary for trouble resolution.Follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.Working with customers via email, chat, and phone to resolve issues and determine the appropriate actions to take and have the self-motivation to deal with the service issue. Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.Provide a professional and courteous customer service experience and set expectations based on established processes.Log/document all interactions and issues efficiently.Troubleshoot and interact with leads, managers and next level techs to make sure the customer issues are resolved as quickly as possible.Work with other departments to help in resolving complex service issues. Show less
