Job: AT&T Senior Field Service Reprsentative - Mesa AZ

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Jobing Description

Our Senior Field Service Representatives will work in a very diverse business environment and must maintain and project a professional appearance at all times.  They also provide on-site leadership, mentoring and coaching for less qualified members of the AT&T Field Team.  Senior Field Service Representatives determine, delegate and assign work for less qualified members of the AT&T Field Team, and they will act as a subject matter expert as needed and when appropriate to support the existing embedded customer base.  This position is customer interfacing and coordinates work with employees in other departments.  Senior Field Service Representatives provide onsite maintenance support and trouble resolution of Nortel 2100 and Avaya 8800 PBX systems at various locations.  Technologies vary at sites but include Avaya Enterprise, Nortel PBX, BCM and VoIP systems as driven by customer base.
 
What you'll do as a Senior Field Service Representative:

• Install and maintain large-complex PBX and or VoIP Systems, Call manager and Call pilot
• Install and maintain associated peripheral equipment for voice mail, servers, raids units
• Install and maintain cable, wiring, fiber, and/or CPE
• Install and maintain data systems including customer requested, vendor patch updates
• Install and maintain video systems including customer requested, vendor patch updates
• Perform preventative maintenance and backups.  Restore system outages and perform system upgrades
• Be available for 7 x 24 call out coverage - duty and carry a pager or at&t Smart Cell phone as needed
• Perform complex and detailed program changes and upgrades on PBX and voice mail systems
• Test, turn-up complex PBX, voice-mail, or tele-management systems
• Audit quality of work performed prior and post of all customer project cutovers and migrations
• Troubleshoot problem resolution and root cause analysis
• Customer signature and acceptance of performed work along with task analysis breakdown as needed
• Perform detailed record keeping of all work activity performed for input into a mechanized time reporting system 
• Manage and maintain truck stock inventory levels.  Ownership of inventory logs for usage control.
• Hardware and software MAC (Moves, Adds, and Changes)

Skills / Requirements

• Ability to work with complex testing tools such as analyzers, meters and testing devices


• 5+ years of telephony and data communications experience in a high viability customer environment


• Technology certifications or work experience, such as Nortel, Avaya PBX, Norstar I&M, Meridian Option 11-81 I&M, and Meridian Database for technicians. Certifications or work experience on Meridian Mail, Call Pilot, Call Manager, Symposium, MAT, or OTM are strongly desirable.


• Valid - Current Industry certifications such Nortel and Cisco desired 


• Ability to diagnose/troubleshoot on various telephony and data technologies


• Detailed understanding of dispatch protocol and analysis and execution of the protocol


• Familiarity with voice mail, ACD applications, and call center applications


• Ability to participate in and pass a Government background check


• A valid photo ID state drivers license


• Pass a criminal background check and drug test


• Satisfy the employment status for this position as regular Full Time with required overtime and on call requirements


• Qualify on applicable pre-employment screening

• Physical Abilities Evaluation (PAE) may be required


• Will be required to lift and move up to 70 pounds along with the requirement to use hand and power tools when at ground level or aloft on a ladder, platform or other aerial device for MTCE and MACD.


• Excellent color perception is necessary in order to perform certain tasks of the job


• Will be required to work in confined, dimly lit and limited access areas


• Will bend, stoop, sit, and/or walk for long periods as needed for certain tasks of the job