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Tier II Technical Service Engineer - Advanced Wifi Solutions

at Spectrum

Posted: 9/19/2019
Job Status: Full Time
Job Reference #: 1484240

Job Description

Business Title
Tier II Technical Service Rep

Posting Location
United States - North Carolina - Durham

Posting Job Description
Tier II Technical Service Rep/ Engineer
At A Glance:
The Tier II Technical Service Rep is responsible for resolving customer service complaints to reduce truck rolls and increase efficient use of the field work force through use of monitoring equipment, outbound calls, identification of area problems, assigning and dispatching.

What will you be doing?
  • As part of the Advanced Wireless Solutions team you will actively and consistently support all efforts to simplify and enhance the customer experience for our large enterprise wireless customers / properties.
  • Makes outbound calls to customers and receives warm hand-off calls from Tier 1 and other care organizations.  Resolves problems over the phone to reduce as many truck rolls as possible.
  • Uses all available monitoring equipment to proactively identify area problems; Notify and dispatch technicians to the sight; Cancels all associated truck rolls.
  • Monitors the billing system for errors in appointments and moves, corrects, reassigns, or cancels the appointments to make better use of the work force; Reports all errors through supervision.
  • Troubleshoots / tracks down "system" problems (Whole area / node / neighborhood).
  • Actively assists field technicians on "problem" site with all available information.
  • Actively correlates data between several different reporting sources to identify area problems, dispatches, and cancels truck rolls.
  • Assist with training of Technical Service Representative Trainees.
  • Works as a team with dispatchers and TAC Specialist, sharing information and each functional area assisting the other with demand duties at the time; Communicates area problems between the two and reduction of truck rolls associated.
What does it take to get started?
The minimum required qualifications for the Tier II Technical Service Representative are:
  • Ability to correlate data, use maps, in order to isolate problem location.
  • Ability to effectively troubleshoot problems over the phone.
  • Ability to prioritize and organize effectively.
  • Experience with Cisco technologies and holding a Cisco Certification (CCNA, CCENT, CCNP, etc)
  • Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a personal computer and software applications.
  • Ability to read system maps and design.
  • Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
  • Ability to track / maintain records and data.
  • Ability to use and understand all monitoring data and equipment available. (Billing system, modem tools, status monitoring tools).
  • Ability to use telephone (e.g., Nextel) and all other communications devices.
  • Ability to use, handle and manipulate objects such as paper, pencils, keyboards, and mouse.
  • Ability to wear a telephone headset.
  • Ability to work seated for prolonged periods of time.
  • Demonstrated exceptional ability to communicate professionally with customers, when responding to calls while troubleshooting in a manner that results in the resolution of a problem telephonically.
  • Vision ability close vision, peripheral vision, and ability to adjust focus.
Associate Degree in Technology or equivalent
CCENT or CCNA (Cisco Certified Entry Networking Technician or Cisco Certified Network Associate Routing & Switching) required

Related Work Experience                                                                    
  • Network Operations Center Experience 1+ years
  • Wireless experience 1+ years

Working Conditions
Office environment
Exposure to moderate noise level
Must be comfortable with working a 24x7 schedule

Requisition #

Job Code
EWI130 Tier II Technical Service Rep Nonexempt

Position Type
Full Time

Area of Interest
Field Operations

Business Unit
Field Operations

1000 Park Forty Plaza Dr 500 Suite #500

FCC Unit

Account Code

Controlling Establishment ID
01983 - Durham Park Forty Plaza Dr

More on Spectrum
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

Work State
North Carolina

Work City
North Carolina - Durham

Posting Job Title (Do Not Exceed 250 Characters)
Tier II Technical Service Engineer - Advanced Wifi Solutions

Zip Code