Assoc Technician-Ntwrk Repair
• Minimum Associate's degree, two-year technical degree, equivalent special electronics training, or equivalent work experience is required. Bachelor's degree preferred.
• Minimum 1-3 years of experience in wireless voice and/or data networks is required.
• Demonstrated knowledge of network elements and protocols including; TCP/IP, MPLS, OSI, Frame relay, OSPF, BGP, ISDN, SS7, LTE, IMS, SIP, GSM and other LAN/WAN protocols.
• Knowledge of troubleshooting tools such as Remedy trouble ticketing, Xpercom, JDSU Session Trace, SANE, RTT, Monitor Master, Tektronix Irisview.
• Knowledge of Alcatel Lucent (ECP, 5ESS, OMP), Nortel Ericsson (BSC, BTS, MTX), Compaq HLRs, Motorola (EMX, CBSC, OMCR) and Global Services such as Syniverse, Crossroads databases.
• Basic knowledge of call routing, digit-by-digit routing translations in Alcatel Lucent, Nortel Ericsson, and Motorola environments
• Excellent communication (both oral and written) and interpersonal skills.
• Ability to address customer complaints in a professional and courteous manner and act as the customer's advocate.
• Demonstrate CORE Values: Customers First, Integrity, Respect for fellow employees, Personal and Team Commitment, Quality and Innovation and Maximize Share Holder Value.
• Ability to gather, analyze, and document information in order to address customer complaints.
• Excellent PC skills and troubleshooting knowledge of: Windows XP, Vista, 7, Office Suite, MAC OS, VPN, VZAccess Manager, and any other installation or configuration related issues.
• Working knowledge of UNIX.
• Ability to successfully manage multiple priorities simultaneously.
• Ability to follow established guidelines, policies, and procedures.
• Ability to meet and exceed individual Key Performance Indicators (KPI's) and contribute to the overall organizational KPI's
• Good organizational skills.
• Ability to work in a high-pressure, dynamic environment and adjust to priority changes.
• Ability to work flexible shift hours including evenings, nights, and weekends.
• Commitment to quality and ability to work well in a team environment.
• Ability to grasp complex technical concepts through On the Job Network Repair Bureau (NRB) is part of the National Network Operations organization and is the only customer facing department within Network. The NRB is responsible for the analysis, resolution, and follow up of customer impacting events within the Verizon Wireless network. This position requires a comprehensive understanding of the architecture and overall system functionality of both voice and data networks.
The NRB Associate Technician must be able to troubleshoot and resolve service impairments related to: roaming (domestic, international, and global), transport services (Telco and Long distance), network hardware and software faults (switch and cell), translations, and voice and data network elements. Isolation and resolution of wireless voice and data faults include: correlating customer complaints with network element performance to resolve service impacting conditions; driving issues to resolution by engaging internal and external resources such as Switch Operations, NOC, System Performance, Maintenance Engineering (or any other network organization), as well as equipment vendors, service providers, and roaming partners, as determined by the Associate Technician; and providing accurate and timely documentation via Remedy of actions taken to inform other Network technicians of issues and resolutions.
Other responsibilities include: trending the Remedy trouble ticketing queue to identify efficiencies and/or to reduce Average Customer Experience (ACE) time in resolving customer reported issues.
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