Description“We Push the Boundaries of Possibilities for our Communities.”Overview of the Position Responsibilities : Under Close supervision the Triage Technician will review all pending Trouble Calls and Work Orders to identify, resolve and contribute to an overall reduction of avoidable trouble calls through analysis and troubleshooting techniques. Including Tier II troubleshooting with customers remotely and helping resolve service problems and avoid unnecessary truck rolls.The primary responsibility of the TOC Tech I will play a crucial role in identifying impacts related to Equipment, Network Impacts (Not identified by an alarm), Avoidable service visits, and validation of coaching and training opportunities.Triage Technician will provide visibility, feedback, and trends into rolling 2 Hour, 1 Day, 7 Day and 30 Day for all problem codes and franchise spikes.If this sounds exciting, please read on.Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.What You Will Do:
Intercept items that can be cancelled and provide feedback to applicable teams for coaching. Tech will have visibility into all trouble calls scheduled for future dates and unscheduled status.
Review every trouble call and “Save” by engaging customer or tools as required.
Track progress of trouble calls “Saved” to ensure there is not a repeat call from cancelled Trouble Call.
Analyze call volume, call dispositions, trouble calls, customer actions and network events to identify “Events of Interest.”
Identify service visits scheduled that can be corrected without a truck roll (Un-necessary Truck Roll).
Compare real time information to historical hourly, daily, weekly, and monthly trends as well as planned and unplanned events.
Perform proactive health checks as part of normal surveillance.
Support reduction of operational oversight by identifying areas of improvement in automating alerts and ticketing.
Support identification of new and or improve upon existing Technical Triage Team tools.
Ensure all Impact Escalations from the field are triaged, resolved, or escalated to appropriate fix agent.
Support escalation of 3rd party tickets. Provide feedback with third parties and vendor issues as they are identified to be resolved and partner with NOC for updates and communication.
Track and collaborate with internal partners and peers on daily calls around feedback, repeat technician visits and other feedback channels.
Manage, track, and communicate known issues in the network, equipment or other to the organization. Validate understanding and processes around these items.
Support driving continuous improvement and process enhancement to improve productivity, efficiency, and customer satisfaction. Leverage technology and industry best practices.
Continuously supporting in the drive of operational excellence by identifying areas of improvement within the organization.
Partner with stakeholders to map the needs of the business (or business needs) identified by Product, Network Operations, Engineering, Field, and Customer Care.
Assist the Manager, Network Administration/Operations by creating innovative processes for implementations and problem solving.
This position has extensive interaction with bluepeak Product, Network Operations, Billing, Engineering, Customer Care, Field, and other external contacts.
Support development and implementation of policies, procedures, documentation, related to Network Administration Support, Product Support and other.
Ensure system validation and proper documentation associated with new update and or changes.
Compile timely, comprehensive, and accurate documentation and/or reports as requested.
Support creation of system guidelines and manuals of the organizations needs.
Identify gaps or issues within existing process documentation and internal knowledge base during triage and provide solutions from findings.
Conduct regular reviews of systems and generating reports on efficiencies and improvement areas.
Track performance and capacity using analytical / statistical concepts and tools.
Perform other duties as requested or assigned.
What You Will Need:
HS or GED required. Associate's degree or equivalent from two-year college or technical school; at least 6 months in a NOC environment preferred; or equivalent combination of education and experience.
Previous knowledge of RF signals and HFC networks is a plus.
Basic understanding of TCP/IP and other Internet protocols as well as experience with tools such as Ping, Trace Route, NS Lookup. Exposure to SolarWinds or other network monitoring platforms is preferred.
MS Office, internet software, e-mail communication.
Prolonged periods of sitting at a desk and working on a computer.
Regularly required to talk and hear.
Frequently required to sit, stand, bend, reach, push, pull and walk.
Required to use hands, handle objects and paperwork.
Required to use close vision and be able to focus.
Required to refrain from personal use of technology during working hours.
Required to lift up to 5lbs at a given time.
Why Work at Bluepeak?
Competitive Compensation + Annual Bonus Eligibility
Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
Professional Development With an Emphasis on Internal Promotion
Employee Discounts on Bluepeak Services, Including Internet
Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!
About UsWe believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
