Service Assurance Technician II
Hargray Communications Group, Inc.

Atlanta, Georgia

Hargray’ s Mission – To Envision and deliver customer delight


Are you passionate about making a difference in people’s lives? Do you enjoy a fast-paced work environment? Then you should join the Hargray Communications team as a Service Assurance Technician II.


General Description of Position: 

Performs all duties involving the triaging, testing, maintaining, and repairing all Voice, Video, and Data equipment to ensure the continuity of service.


Duties & Responsibilities: 

  • Troubleshoots alarms and alerts that are generated by network equipment.
  • Troubleshoots issues that are reported by customer, affiliate, or other sources to resolution in regard to Hargray products.
  • Troubleshoots issues with field operations to resolve customer/network related issues.
  • Troubleshoot network events and outages on equipment including: Carrier Voice Switch, VoIP Gateways/Routers, Ethernet switches, Application Servers, VoIP Endpoints, etc.
  • Perform Root Cause Analysis (RCA) on service failures.
  • Support and oversees complex customer maintenance activities.
  • Directs efforts to maintain service Mean Time to Repair (MTTR).
  • Open tickets with vendor support teams for software/hardware issues.
  • Identifies issues that may be affecting customers and notifies them.
  • Provides service restoration status and consultation to internal teams, management, as well as customers.
  • Performs network upgrades.
  • Maintains configuration backups.
  • Assists with alarm correlation and fault determination.
  • Performs other duties as assigned to ensure the proper operation of the Assurance Center.


Minimum Qualifications: 

  • Bachelor’s Degree or equivalent experience.
  • Proven ability to manage multiple tasks/projects as well as leading departmental initiatives.
  • 3-5 years’ experience working with VOIP systems.
  • 5 years’ experience working with Microsoft Operating Systems.
  • 3 years’ experience installing switching/routing equipment.
  • Knowledge of various technologies, including networking, hardware, software, peripherals, network applications, and security.
  • Experience with installing, configuring, and administering a broad range of technologies.
  • Proven technical troubleshooting skills and logical problem-solving.
  • Strong customer-service orientation.
  • High-level problem analysis and problem resolution skills.
  • Excellent written and oral communication skills.
  • Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint.
  • Understanding of technology standards and specifications related to Digital Switching/Succession/VoIP, transmissions systems, TDM, SONET transmission systems, network management or related telecommunications systems
  • Prior hands-on technical experience working with/maintaining/troubleshooting one of the above type systems are required.


EOE/ Disability

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