Primary Duties

• Alarm surveillance and response to Network Element events, including: Class 4 or 5 Voice Switches (5E/DMS/Metaswitch), SS7, AIN, NG911, and all Central Office/Customer Transport.events
• Pro-actively analyze and assist in resolution of Voice and Transport system incidents, including hardware, software, translations, and chronic problems; also, track and monitor system performance parameters and correlate issues
• Interfacing/coordinated testing with suppliers and underlying carriers to resolve voice and transport service issues
• Coordinate with Repair, Field Technicians, and other intra/inter-department personnel to solve Central Office Switch and Transport troubles (hardware and software)
• Respond to Network System outages and Emergency service conditions by following established procedures/protocols
• Ownership and accountability for accurate and timely completion of service turn-up including coordination with field technicians and customers
• Respond to 911 emergency security requests, including security traces and assist with maintaining the 911 Network
• Monitor and respond to fire alarm system and building maintenance alarms
• Monitor and respond to CBT Security alarms using the Pegasys Security support system
• Utilize Aegis and TIRKS support systems to assist in resolving Network Switching problems
• Utilize the Network Operations section of AEGIS to generate, update, and dispatch Network trouble tickets
• Monitor ticket status and update log-sheets daily
• Answer CBT Emergency lines that appear in the NOC (Critical/Emergency Accident, ACN/NCC, Amber Alerts) and respond using established procedures
• May be required to cross train others
• May be required to assist with the primary duties of other NOC profiles

Experience/Background

• Demonstrated experience reading and analyzing TIRKS and AEGIS WORD documents
• Demonstrated customer contact skills
• Demonstrated experience understanding CBT support systems
• 2 or 4 year technical degree preferred

Prerequisites

• Must have at least 1 of the following:
  • Demonstrated experience working with Lucent and/or Nortel Switching systems
  • Demonstrated experience working with SONET Networks
  • Demonstrated experience working with Synchronous and Asynchronous Transport Network Element repair and maintenance problems, including experience working with all global transmission rates (DS0 through OC192)
• Satisfactory performance rating
• Satisfactory attendance for the last 12 months

Work Environment

• Work location: Network Operations Center, and Central offices
• Work performed in a team-oriented customer focused environment
• Normal tours of 8 hours; facility will be open 24 hours a day. Requires day, evening, or night tours, overtime, emergency callouts, weekends and holidays
• High volume, detail oriented environment
• Size of office and work group varies depending on location
• May be required to work independently with minimal supervision
• May be required to wear appropriate safety equipment and follows established safety practices and procedures
• Dress code: casual business attire
• Size of office and work group varies depending on location