Job Details

Job Summary

Acquires job skills to resolve routine tasks requiring limited judgement. Focus is on routine tasks, using limited judgement of standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

Reviews work order requests in the queue and s to routine work orders by adhering to commitment times
Involved in escalating and expediating higher level orders, upon supervision
Actively follows up on work orders in the queue to support the overall team
Maintains notes and records of activity fulfillment in the ticketing system

Installations

Rack and stack basic customer equipment, with guidance from more senior team members
Supports routine intra-cage and infrastructure installations, under guidance, which may include: routine ladder racks and basic fiber raceways; basic cable management and support systems (patch panels); routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

Cross-Connect

Supports basic cross-connect troubleshooting

Testing / Troubleshooting

Supports basic testing and routine installations of customer assets
Supports standard layer 1 cross-connect certification testing, under supervision
May learn more semi-routine testing, under supervision

Stakeholder Partnership

Supports the operations and security personnel team for breaks or other activities, when necessary

Customer Management

Supports customer satisfaction with timely adherence to following basic order execution requirements
Delivers quality customer service experience when interfacing with customers
Discusses time expectations on new deployments, by following standard operating procedure guidelines
May support customers on-site through access and escorting services.

Projects

Supports fulfilment of projects under close supervision

Training

Completes assigned training in a timely manner

Qualifications

Typically requires a high school diploma and proven years of equivalent work experience