Activations Technician

Job Description

Brightspeed is looking for an Activations Technician, Enterprise & Wholesale to join our team. In this position you will be responsible for the testing of layer 1 and layer 2, and implementation of services at layers 1 and 2, which include, Ethernet (EVC, UNI, OVC, ENNI, NNI). Your responsibilities will also include product and systems knowledge related to the activated services, technical validations, pre-testing, troubleshooting, activation, and post-activation with customers.

As An Activations Technician, Your Duties Will Include:

Complete activations (new installs, MACs, disconnects) for external customers with oversight

Partner with the applicable departments to troubleshoot activations for customers CCM's, Account teams, and Field Ops

Troubleshoot post-activation issues

Process orders according to SLA's, M&P's, On-Time Performance objectives and quality standards

Manage the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives

Maintains and supports the network infrastructure. Update all systems and databases with careful attention to detail

Provides accurate and consistent internal and external customer communication during established intervals using phone, email, and ticketing notes

Participate in overnight cutovers with customers that require hot cuts during maintenance windows

Behavioral & Technical:

Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, and ensure key solutions are executed and properly coordinated

Maintains a commitment to safe practices and holds others equally accountable

Complete a designated amount of work in a specified timeframe with a high degree of quality

Efficiently and accurately work with multiple types of information and/or perform multiple tasks simultaneously