• Must be an assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes.
• Ability to work cross - functionally with multiple teams in the organization
• Ability to ask support technicians targeted questions to quickly understand the root of the problem.
• Work with field technicians through a series of actions, either via phone, email, or chat, to identify and resolve any issues to deliver a successful activation.
• Ability to effectively plan, organize, and schedule activity to ensure key tasks are delivered on time and manage multiple tasks at any one time.
• Ability to adjust quickly to changing priorities and conditions and cope effectively with complexity and change
• Knowledge of Velocloud SD-WAN Design, Implementation, and support.
• Familiar with Wireless technologies and fixed wireless devices. (Data Remote, Cradlepoint, Digi etc.)
• Strong understanding of traditional telephony and wiring infrastructure. Dmarc, riser cables and station cabling.
• Ability to diagnose and troubleshoot basic technical issues
• Basic understanding of IP and wireless LAN networks, IP network and remote desktop access,.
• Lead customer installations and provide technical direction and guidance to field technicians.
• Ensure all customer installations and Turn Up are clearly documented and uploaded to the company reporting portal.

Desired Skills and Experience:

• BS degree majoring in a technical discipline (Network Engineering, Computer Science, Computer Engineering, etc.)
• 3 years' experience in Telephony, with "hands-on" involvement in deploying and integrations
• Experience managing service management processes, policies, procedures, and guidelines
• 3 years of hands-on experience maintaining and troubleshooting voice & data networks.
• 3 years hands-on experience SDWAN VeloCloud, DataRemote, Adtran.
• 3 years of experience working with carries in the following areas, Circuit assurance, circuit turn up and trouble shooting
• Clearance Required: Must participate in and active security clearance to be considered for this role.