Service Assurance Technician III

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Service Assurance Technician III to manage, repair, and service Zayo UCaaS, voice network switching, and data transport equipment. The Service Assurance Technician III should be proficient in two or more technical disciplines (VoIP/SIP, UCaaS, Firewalls, Data, and Transport).  Incident and service requests generated by Zayo customers are expected to be worked in an effective, professional, and mature manner to ensure customer satisfaction. The Service Assurance Technician III requires the technician to work alone or in a team environment with little supervision. 

Responsibilities:

• Must follow processes and procedures as identified in the Standard Operation Procedures (SOP.)

• Expected to participate in the weekly On-Call Cycle for the team and work overtime as required.

• Repairs, programs, and maintains voice/data/transport equipment, and hosted services from a remote location, including upgrades and management of services. 

• Ensures all work is completed and tested with the customer prior to closing Incident or service requests.

• Act as a liaison between customer and internal contacts to promote customer satisfaction with services.

• Train and mentors team members on technical issue when requested.

• Remains in compliance with company requirements for the following: Timely and detailed ticket completion work notes. Update Incident and Service Request tickets daily until resolution is met.

• Maintain and safeguard customer information per Customer Proprietary Network Information (CPNI) policies.

• Maintain accurate customer related documentation and database information.

• Develops personal knowledge/skills necessary to perform required work.

• Maintains and updates certifications to current levels. Will be required to do some project work.

• Opens technical support tickets with vendors and internal departments to resolve customer issues.

• Performs other related duties as assigned by the zAMS SA Manager.

Qualifications:

• Ability to establish priorities and work independently on projects.

• Strong verbal and written communication skills.

• Experience with Metaswitch and an understanding of UCaaS solutions, with a preference for experience with Mitel and/or RingCentral.

• Familiarity with Fortinet or Palo Alto firewalls, or equivalent products.

• Knowledge of Cisco Meraki and Cisco routers.

• Experience with Adtran and Grandstream products.

• Basic understanding of VoIP protocols, network QoS, IP routing, and Ethernet switching.

• Familiarity with customer premises equipment, wiring, and LAN environments.

• Proficient computer skills, including spreadsheets and word processing, are preferred.

• Relevant job experience or equivalent education is preferred.

Estimated Base Pay Range: $31.06 - $41.39 USD/hour.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo 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, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.