Operations Technician II

  • location: Littleton, CO
  • type: Temp to Perm
  • salary: $15 - $17 per hour
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job description

Operations Technician II

job summary:
Randstad Technologies is seeking an Operations Technician!

This customer facing position is responsible for providing technical Tier II resolution for customer reported trouble tickets and assistance to other internal organizations. This position interfaces with Internal departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations. Proactively monitor and respond to and resolve network alarms. Management of circuits (100Gb, Ethernet & IP), perform testing of new network circuits as well as long-haul, metro and international optical networks. Analyze network troubles, assess performance data and develop design optimization plans accordingly. Interface with fiber vendors, telecom providers and other entities on complex technical matters. Ensure services conform to customer mandated SLAs for latency, packet loss, jitter, throughput.

Essential Job Functions and Responsibilities:

Essential Job Responsibilities % of Time Spent

1 Analyze, sectionalize, isolate, and resolve trouble situations. Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation. 65%

2 Manage internal/external escalations, as required 10%

3 Create trouble tickets which summarizes customer or other repair issues 10%

4 Provide follow up and closure of assigned trouble tickets 10%

5 Train technicians and participate in ongoing repair process improvement activities 5%

General Work Competencies / Abilities:

- Comprehensive customer service skills

- Effectively manages customer expectations (status and clear description of activities)

- Able to work independently, meet deadlines, and multitask

- Ability to communicate effectively to peers and higher levels of management through verbal and written communication

- Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support

- Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and field operations (FOPS)

- Effectively manages customer expectations (status and clear description of activities)

- Accurate and appropriate trouble ticket documentation/closure in multiple internal systems

- Provides technical training and guidance to repair center operations technicians.

- Advanced technical knowledge to affect Complex Trouble Restoration

- Proven ability to direct problem resolution

- Performs remote testing and repair activities within network elements

- Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles

- Ability to lead/coordinate repair activity with participation from Vendors, Off Net Carriers (LEC, CLEC, ILEC), Field Operations, and Internal Support Organizations

- Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities

- Ability to learn in an 'on-the-job' training environment

Basic Qualifications:

Ethernet:

- 2+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment

- Experience working with software and hardware tools to remotely identify and diagnose WAN problems.

- CLI provisioning or troubleshooting experience with Cisco, Juniper and Alcatel routers

- Working knowledge of Carrier Ethernet operations

- Experience with 802.1q, QinQ tagging, MPLS, BGP, and 802.3ad

- Experience with QoS Configuration and Troubleshooting a plus

- Ability to isolate and efficiently correct Layer 1 and 2 issues on Ethernet Circuits

- Ability to work with Offnet Carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment and Cabling Issues.

- Technical Call Center Operations experience.

- General telephony repair work in a customer facing NOC environment

- Strong working knowledge and experience on Metro Ethernet and IP communications (IPv4, IPv6, routing protocols)

- Technical knowledge and experience on contemporary technologies (e.g. MPLS, Ethernet, eLAN-eLine, TCP/IP, BGP, QoS, IP, etc.)

Transport Services:

- 2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment

- Ability to understand and isolate physical layer problems.

- Detailed understanding of OCn level services, OC3 -OC192

- SONET, SDH, and Ethernet over SONET Multiplexing and Troubleshooting techniques

- Working knowledge of OTN

- Knowledge of DWDM and CWDM operation

- Experience using equipment from the following Vendors: Cisco, Ciena, ONI, Tellabs, Alcatel Lucent, Fujitsu, Infinera, Digital Lightwave and T-Berd Testing Equipment

- Remote Provisioning and Troubleshooting experience

- Comprehensive communications skills working with multiple customers, organizations and different layers of management

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment, and Cabling Issues.

- Ability to use PM Data for effective Troubleshooting and Fault Isolation

- Effective Workload Management

- Working knowledge of RFC2544 and ITU y.1564 Testing a plus

Soft Skills:

- Ability to interface in a professional manner with management and customers

- Aptitude for on the job training

- Comfortable asking questions

- Eager to learn and build skills

- Able to effectively manage multiple issues simultaneously thorough effective work prioritization

- Demonstrated ability to make sound decisions and logical thinking when under pressure

- Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management. Ability to relate technical issues to management and lead personnel.

 
location: Littleton, Colorado
job type: Contract
salary: $15 - 17 per hour
work hours: 8am to 5pm
education: High School
 
responsibilities:
Randstad Technologies is seeking an Operations Technician!

This customer facing position is responsible for providing technical Tier II resolution for customer reported trouble tickets and assistance to other internal organizations. This position interfaces with Internal departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations. Proactively monitor and respond to and resolve network alarms. Management of circuits (100Gb, Ethernet & IP), perform testing of new network circuits as well as long-haul, metro and international optical networks. Analyze network troubles, assess performance data and develop design optimization plans accordingly. Interface with fiber vendors, telecom providers and other entities on complex technical matters. Ensure services conform to customer mandated SLAs for latency, packet loss, jitter, throughput.

Essential Job Functions and Responsibilities:

Essential Job Responsibilities % of Time Spent

1 Analyze, sectionalize, isolate, and resolve trouble situations. Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation. 65%

2 Manage internal/external escalations, as required 10%

3 Create trouble tickets which summarizes customer or other repair issues 10%

4 Provide follow up and closure of assigned trouble tickets 10%

5 Train technicians and participate in ongoing repair process improvement activities 5%

General Work Competencies / Abilities:

- Comprehensive customer service skills

- Effectively manages customer expectations (status and clear description of activities)

- Able to work independently, meet deadlines, and multitask

- Ability to communicate effectively to peers and higher levels of management through verbal and written communication

- Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support

- Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and field operations (FOPS)

- Effectively manages customer expectations (status and clear description of activities)

- Accurate and appropriate trouble ticket documentation/closure in multiple internal systems

- Provides technical training and guidance to repair center operations technicians.

- Advanced technical knowledge to affect Complex Trouble Restoration

- Proven ability to direct problem resolution

- Performs remote testing and repair activities within network elements

- Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles

- Ability to lead/coordinate repair activity with participation from Vendors, Off Net Carriers (LEC, CLEC, ILEC), Field Operations, and Internal Support Organizations

- Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities

- Ability to learn in an 'on-the-job' training environment

Basic Qualifications:

Ethernet:

- 2+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment

- Experience working with software and hardware tools to remotely identify and diagnose WAN problems.

- CLI provisioning or troubleshooting experience with Cisco, Juniper and Alcatel routers

- Working knowledge of Carrier Ethernet operations

- Experience with 802.1q, QinQ tagging, MPLS, BGP, and 802.3ad

- Experience with QoS Configuration and Troubleshooting a plus

- Ability to isolate and efficiently correct Layer 1 and 2 issues on Ethernet Circuits

- Ability to work with Offnet Carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment and Cabling Issues.

- Technical Call Center Operations experience.

- General telephony repair work in a customer facing NOC environment

- Strong working knowledge and experience on Metro Ethernet and IP communications (IPv4, IPv6, routing protocols)

- Technical knowledge and experience on contemporary technologies (e.g. MPLS, Ethernet, eLAN-eLine, TCP/IP, BGP, QoS, IP, etc.)

Transport Services:

- 2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment

- Ability to understand and isolate physical layer problems.

- Detailed understanding of OCn level services, OC3 -OC192

- SONET, SDH, and Ethernet over SONET Multiplexing and Troubleshooting techniques

- Working knowledge of OTN

- Knowledge of DWDM and CWDM operation

- Experience using equipment from the following Vendors: Cisco, Ciena, ONI, Tellabs, Alcatel Lucent, Fujitsu, Infinera, Digital Lightwave and T-Berd Testing Equipment

- Remote Provisioning and Troubleshooting experience

- Comprehensive communications skills working with multiple customers, organizations and different layers of management

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment, and Cabling Issues.

- Ability to use PM Data for effective Troubleshooting and Fault Isolation

- Effective Workload Management

- Working knowledge of RFC2544 and ITU y.1564 Testing a plus

Soft Skills:

- Ability to interface in a professional manner with management and customers

- Aptitude for on the job training

- Comfortable asking questions

- Eager to learn and build skills

- Able to effectively manage multiple issues simultaneously thorough effective work prioritization

- Demonstrated ability to make sound decisions and logical thinking when under pressure

- Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management. Ability to relate technical issues to management and lead personnel.

 
qualifications:
Randstad Technologies is seeking an Operations Technician!

This customer facing position is responsible for providing technical Tier II resolution for customer reported trouble tickets and assistance to other internal organizations. This position interfaces with Internal departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations. Proactively monitor and respond to and resolve network alarms. Management of circuits (100Gb, Ethernet & IP), perform testing of new network circuits as well as long-haul, metro and international optical networks. Analyze network troubles, assess performance data and develop design optimization plans accordingly. Interface with fiber vendors, telecom providers and other entities on complex technical matters. Ensure services conform to customer mandated SLAs for latency, packet loss, jitter, throughput.

Essential Job Functions and Responsibilities:

Essential Job Responsibilities % of Time Spent

1 Analyze, sectionalize, isolate, and resolve trouble situations. Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation. 65%

2 Manage internal/external escalations, as required 10%

3 Create trouble tickets which summarizes customer or other repair issues 10%

4 Provide follow up and closure of assigned trouble tickets 10%

5 Train technicians and participate in ongoing repair process improvement activities 5%

General Work Competencies / Abilities:

- Comprehensive customer service skills

- Effectively manages customer expectations (status and clear description of activities)

- Able to work independently, meet deadlines, and multitask

- Ability to communicate effectively to peers and higher levels of management through verbal and written communication

- Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support

- Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and field operations (FOPS)

- Effectively manages customer expectations (status and clear description of activities)

- Accurate and appropriate trouble ticket documentation/closure in multiple internal systems

- Provides technical training and guidance to repair center operations technicians.

- Advanced technical knowledge to affect Complex Trouble Restoration

- Proven ability to direct problem resolution

- Performs remote testing and repair activities within network elements

- Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles

- Ability to lead/coordinate repair activity with participation from Vendors, Off Net Carriers (LEC, CLEC, ILEC), Field Operations, and Internal Support Organizations

- Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities

- Ability to learn in an 'on-the-job' training environment

Basic Qualifications:

Ethernet:

- 2+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment

- Experience working with software and hardware tools to remotely identify and diagnose WAN problems.

- CLI provisioning or troubleshooting experience with Cisco, Juniper and Alcatel routers

- Working knowledge of Carrier Ethernet operations

- Experience with 802.1q, QinQ tagging, MPLS, BGP, and 802.3ad

- Experience with QoS Configuration and Troubleshooting a plus

- Ability to isolate and efficiently correct Layer 1 and 2 issues on Ethernet Circuits

- Ability to work with Offnet Carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment and Cabling Issues.

- Technical Call Center Operations experience.

- General telephony repair work in a customer facing NOC environment

- Strong working knowledge and experience on Metro Ethernet and IP communications (IPv4, IPv6, routing protocols)

- Technical knowledge and experience on contemporary technologies (e.g. MPLS, Ethernet, eLAN-eLine, TCP/IP, BGP, QoS, IP, etc.)

Transport Services:

- 2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment

- Ability to understand and isolate physical layer problems.

- Detailed understanding of OCn level services, OC3 -OC192

- SONET, SDH, and Ethernet over SONET Multiplexing and Troubleshooting techniques

- Working knowledge of OTN

- Knowledge of DWDM and CWDM operation

- Experience using equipment from the following Vendors: Cisco, Ciena, ONI, Tellabs, Alcatel Lucent, Fujitsu, Infinera, Digital Lightwave and T-Berd Testing Equipment

- Remote Provisioning and Troubleshooting experience

- Comprehensive communications skills working with multiple customers, organizations and different layers of management

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment, and Cabling Issues.

- Ability to use PM Data for effective Troubleshooting and Fault Isolation

- Effective Workload Management

- Working knowledge of RFC2544 and ITU y.1564 Testing a plus

Soft Skills:

- Ability to interface in a professional manner with management and customers

- Aptitude for on the job training

- Comfortable asking questions

- Eager to learn and build skills

- Able to effectively manage multiple issues simultaneously thorough effective work prioritization

- Demonstrated ability to make sound decisions and logical thinking when under pressure

- Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management. Ability to relate technical issues to management and lead personnel.

 
skills: Randstad Technologies is seeking an Operations Technician!

This customer facing position is responsible for providing technical Tier II resolution for customer reported trouble tickets and assistance to other internal organizations. This position interfaces with Internal departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations. Proactively monitor and respond to and resolve network alarms. Management of circuits (100Gb, Ethernet & IP), perform testing of new network circuits as well as long-haul, metro and international optical networks. Analyze network troubles, assess performance data and develop design optimization plans accordingly. Interface with fiber vendors, telecom providers and other entities on complex technical matters. Ensure services conform to customer mandated SLAs for latency, packet loss, jitter, throughput.

Essential Job Functions and Responsibilities:

Essential Job Responsibilities % of Time Spent

1 Analyze, sectionalize, isolate, and resolve trouble situations. Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation. 65%

2 Manage internal/external escalations, as required 10%

3 Create trouble tickets which summarizes customer or other repair issues 10%

4 Provide follow up and closure of assigned trouble tickets 10%

5 Train technicians and participate in ongoing repair process improvement activities 5%

General Work Competencies / Abilities:

- Comprehensive customer service skills

- Effectively manages customer expectations (status and clear description of activities)

- Able to work independently, meet deadlines, and multitask

- Ability to communicate effectively to peers and higher levels of management through verbal and written communication

- Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support

- Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and field operations (FOPS)

- Effectively manages customer expectations (status and clear description of activities)

- Accurate and appropriate trouble ticket documentation/closure in multiple internal systems

- Provides technical training and guidance to repair center operations technicians.

- Advanced technical knowledge to affect Complex Trouble Restoration

- Proven ability to direct problem resolution

- Performs remote testing and repair activities within network elements

- Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles

- Ability to lead/coordinate repair activity with participation from Vendors, Off Net Carriers (LEC, CLEC, ILEC), Field Operations, and Internal Support Organizations

- Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities

- Ability to learn in an 'on-the-job' training environment

Basic Qualifications:

Ethernet:

- 2+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment

- Experience working with software and hardware tools to remotely identify and diagnose WAN problems.

- CLI provisioning or troubleshooting experience with Cisco, Juniper and Alcatel routers

- Working knowledge of Carrier Ethernet operations

- Experience with 802.1q, QinQ tagging, MPLS, BGP, and 802.3ad

- Experience with QoS Configuration and Troubleshooting a plus

- Ability to isolate and efficiently correct Layer 1 and 2 issues on Ethernet Circuits

- Ability to work with Offnet Carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment and Cabling Issues.

- Technical Call Center Operations experience.

- General telephony repair work in a customer facing NOC environment

- Strong working knowledge and experience on Metro Ethernet and IP communications (IPv4, IPv6, routing protocols)

- Technical knowledge and experience on contemporary technologies (e.g. MPLS, Ethernet, eLAN-eLine, TCP/IP, BGP, QoS, IP, etc.)

Transport Services:

- 2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment

- Ability to understand and isolate physical layer problems.

- Detailed understanding of OCn level services, OC3 -OC192

- SONET, SDH, and Ethernet over SONET Multiplexing and Troubleshooting techniques

- Working knowledge of OTN

- Knowledge of DWDM and CWDM operation

- Experience using equipment from the following Vendors: Cisco, Ciena, ONI, Tellabs, Alcatel Lucent, Fujitsu, Infinera, Digital Lightwave and T-Berd Testing Equipment

- Remote Provisioning and Troubleshooting experience

- Comprehensive communications skills working with multiple customers, organizations and different layers of management

- Experience dispatching and working with Field Operations Technicians to resolve Physical Equipment, and Cabling Issues.

- Ability to use PM Data for effective Troubleshooting and Fault Isolation

- Effective Workload Management

- Working knowledge of RFC2544 and ITU y.1564 Testing a plus

Soft Skills:

- Ability to interface in a professional manner with management and customers

- Aptitude for on the job training

- Comfortable asking questions

- Eager to learn and build skills

- Able to effectively manage multiple issues simultaneously thorough effective work prioritization

- Demonstrated ability to make sound decisions and logical thinking when under pressure

- Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management. Ability to relate technical issues to management and lead personnel.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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    Operations Technician

  • location: Littleton, CO
  • job type: Contract
  • salary: $18 - $20 per hour
  • date posted: 1/14/2019