The Position The SOC Analyst II is responsible for provisioning, de-provisioning, and troubleshooting all business and residential fiber and copper orders for voice (5E and SIP), DSL, VDSL, BXL, Video, MDUs, WIFI, and any other Lumos Features. Works closely with Business Sales Support to Provision/Activate Hosted Voice, PRIs, IADs and SIP trunking in the Lumos Markets. Works closely with Service Operations to activate all copper or fiber services. Exposure to troubleshooting MetroE. Responsible for all Network Grooming projects for enhancement, consolidations, and decommission of old equipment. This team has measurable goals for provisioning errors, call queue availability and QA monitoring and mttr resolution metrics. Acts as point of contact for Service Technicians performing advanced troubleshooting. This position is operating in a 24/7 environment. Position will require the ability to identify and troubleshoot issues in a high-pressure environment. Responsibilities include working autonomously, performing repair and provisioning functions for our service technicians which include verify alarms, correlate alarms, and engaging Tier I/III SOC Analysts when needed to provision new services and repair existing ones. *** This position is designated as a remote role, available to residents of Virginia. *** Duties & Responsibilities 30% Ability to become proficient in the activation, provisioning, and repair of all Lumos services with accuracy, working closely with Technicians in the field during cutovers, including yet not limited to: Yoda Activation, Port Control, Adtran provisioning, upgrading firmware, bridging ports on Comtrends. Pushes provisioning in CHR, Zhone, Ribbon, C20; activates Calix routers and switch activation. Troubleshoots issues on installs and repairs be it in the field or provisioning. 30% Works with Business Sales Support and Service Operations to provision, activate, and repair Hosted Voice, PRIs, IADs, and Sip Trunking. Activates and troubleshoots features associated with Hosted Voice such as auto attendants, shared call appearance, schedules, and complex hunt groups. Activates Meraki routers. Supports Technicians with complex issues and helps them troubleshoot to resolution. Provisions, activates, and troublesheets MDUs. Makes notification updates to Network Operations leadership, troubleshooting the Broadband network equipment when needed. Creates CHR, CVTicket, and Service Cloud Tickets and updates them timely. Acts on card failure replacements and dispatches to local operations. 30% Adheres to KPIs established by SOC leadership and consistently meets the goals by quarter. 10% Job duties will be provided throughout the year based on business needs and may change periodically. Flexibility is required to accomplish objectives as established by leadership. Qualifications Education: High School Diploma or equivalent required. College degree preferred. Experience: 3-5 years’ experience in a SOC/NOC Broadband environment. CLEC/ILEC experience. Must possess an understanding of the overall CLEC/ILEC provisioning and repair process for Broadband equipment. Knowledge of but not limited to the 5ESS, Broadworks, and BTS switches, ICMS, YODA, and Voicemail systems, CHR, Zhone, Ribbon, C20, RDS Farm, Ciena, Adtran, Meraki, Calix. #J-18808-Ljbffr
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