Cb Service Assurance Technician Ii

2 weeks ago

San Diego, United States Cox Communications Full time

**PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS**:

- Troubleshoots and resolve CB related issues at customer/cabinet/colocation premise to include but not limited to issues with aggregate devices, routers, optical access equipment and related services.
- Installs, disconnects/decommissions, upgrades and migrations at customer/cabinet/colocation premise applicable to complex fiber services for all CB products and services which generally involve custom design and not HFC.
- Loads configuration in compliance with MOPs and supporting documentation on customer/cabinet/colocation premise equipment.
- Performs customer/cabinet/colocation testing on-site.
- Executes transport equipment decommissions with customers and boundary partners.
- Creates, updates, and closes Remedy tickets and coordinates with change control as needed.
- Identifies, assess, and interprets requirements (Scope/Equipment/instruction) required for work assignments (Tickets/Tasks/Project Order).
- Configures CPE and services in lab prior to planned installation and/or replacement at customer/cabinets/colocation premises.
- Configures CPE and services in customer/cabinet/colocation premise to support emergency replacement.
- Ensures appropriate iOS upgrade is applied.
- Performs basic visual assessment and functional testing of equipment to eliminate out of box failures.
- Labels equipment, terminal ID (TID), circuit tags, cabling required for the job, and customer name/address.
- Troubleshoots complex customer topology/circuits such as BGP, EPLAN, EVPLAN, etc.
- Uses provided tools to physically and remotely troubleshoot, diagnose, analyze, resolve and document work activities (e.g., JDSU test equipment, OSA, OTDR, Light meter) and vendor specific technology management tools.
- Assists with other tasks as needed or as assigned to improve the delivery of service to customers.
- Resolves questions/concerns effectively and efficiently through the use of active listening and personalized techniques based on the customer's needs.
- Works with vendors to ensure equipment is operating properly.
- Ensures quality of processes, programs and customer satisfaction.
- Complies with all safety procedures and policies.
- Checks batteries & rectifiers and coordinates repair/replacement per market practice.
- Trains and assists other CB Service Assurance personnel on technical procedures, installation and troubleshooting techniques as it relates to technical networks.
- Works closely with various engineering groups and technicians to develop and implement tools and processes to improve capabilities and ensure quality service levels.
- This position may be required to work shifts and/or provide 24/7 coverage to meet customer demands.
- Plans daily route, requisitions equipment and supplies and stocks vehicle. Drives and maintains a company vehicle per safety guidelines and in accordance with all laws and company policies.

**QUALIFICATIONS AND EXPERIENCE**:
**Education & Experience**

**Minimum Qualifications
- High School Diploma/GED or equivalent, plus 3 years' experience in related field (i.e. Technical Support, Installation, Maintenance) OR 5 years of equivalent experience in lieu of a diploma or certification.
- 3 years of experience working with IP, Ethernet, SONET, DWDM, DOCSIS, Video and telephone technologies.
- 3 years of experience in provisioning and troubleshooting layer II & III networks for commercial customers.
- Understanding of how to install and configure network equipment.
- Ability to communicate with people with various levels of technical knowledge.
- Diagnostic and problem-solving skills to troubleshoot problems and find solutions.
- Critical thinking skills to solve complex problems.
- Dexterity when handling manual repairs and tests.
- Working knowledge of performance testing and test equipment.
- Excellent interpersonal, communication and collaborative skills to work effectively with customers and boundary partners throughout the organization.
- Knowledge of IP protocols (e.g., DHCP, HTTP, TCP/UDP, FTP, TFTP, IP, DNS, etc.).
- Knowledge of IP services (e.g., MPLS, BGP, OSPF, QoS, etc.).
- Knowledge of OSI model and services (e.g., OSI layers, IEEE standards).
- Knowledge of structured cabling (e.g., Cat. 3, Cat. 5, etc.).
- Demonstrated understanding of protocol analyzers and data packet format.
- Proficiency in computers, software, and database systems.
- Ability to work independently and as part of a team.
- Excellent communication and customer service skills.
- Ability to work in a fast-paced environment.
- Must be able to work nights, weekends and holidays as needed. Valid local State Driver's License and driving record that meets Cox standards.

**Preferred Qualifications
- Proven experience as network technician or relevant position
- Outstanding diagnostic, problem-solving and analytical skills
- Demonstrated knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
- CCENT/CCNA qualifications are strongly p

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