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Provides tier 2 and 3 support for National Voice Switching Network
Software, Hardware and Processes. Works with and supports Regional
Office, National Network Operations, Field Organization and Customer
Support Organizations and provides expert problem resolution.
Responsible for reducing Mean Time To Restoral (MTTR) and Issue Handling
times, ensuring high customer service expectations are being met.
Required to manage issues with Network Voice Switching equipment Vendors
to ensure timely resolution of equipment, software and process failures.
Responsible for software and process review while providing expert
technical input for improvement. This position may work
Midnight Shift (12:00am-8:00am Eastern Time)
Sunday through Thursday.
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Responsibilities |
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Provides
Tier 2 and 3 level support to Voice Switching Network
Equipment, Software and Processes by carrying out expert
level diagnostic investigation for highly-complex wireless
network issues or issues with substantial service impact and
collaborate with peer support teams to generate a support
plan to resolve the issue in the shortest timeframe
possible.
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Provides
support to geographically and skill set diverse teams,
including Regional Office, National Network Operations,
Field Organizations and Customer Support Organizations.
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Provide
design recommendations to the relevant US Cellular
engineering organization to improve the customer experience
or ease of operation long-term.
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Maintains
low Mean Time To Restoral (MTTR) and Issue handling times
delivering high levels of Customer Service
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Write,
review and issue technical bulletins for distributions with
in engineering and operations.
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Communicates technical issues and resolutions with Managers,
Directors and Executives.
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Maintains
NOC and Customer Tickets and provides timely updates and
closures.
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Manages
Vendor tickets to ensure efficient and customer focused
support is maintained.
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Performs
outage support and escalations for network issues
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Collaborate
with US Cellular and Vendors to provide accurate and
detailed Root Cause Analysis
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Software
and Process review and feedback
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Provide
24x7 Support though on call rotations covering nights and
weekends
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Team with
cross functional organizations to help support the core
business practices, network infrastructure and systems.
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Develop
tools and scripts to aid ability to provide high level of
technical support
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Provide
peer review and knowledge sharing/training across
organizations and teams
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Qualifications |
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Bachelors degree or
equivalent experience required
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Excellent
understanding of Wireless technology and supporting systems
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Minimum of five
years experience in voice networking and operations
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Experience with the
following Technologies: CDMA, Switching, Voicemail, HLR/VLR, SS7,
IP, Enhanced Voice Services, Unix
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Product Knowledge:
Lucent, Nortel, Glenayre, Tellabs
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Excellent
communication skills
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Effective
organizational and interpersonal skills. Basic Project Management
Skills
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Excellent computing
and Office software skills
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