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 responds 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.