•Providing support to the program or a defined set of programs by exhibiting and sharing knowledge on the enterprise, business system and industry assigned to
•Ensuring configurations meet customer expectations as well as industry and product standards
•Supporting customer activations and configuration adjustments as required for management acceptance testing
•Ensuring local configuration of network equipment (both customer premise and network) with direct supervision of Tier 2 Engineers using thorough routing concepts skill set including Cisco, Juniper, and Nortel and ADTRAN platforms.
•Performing service fulfillment activities for a given function with full supervision including:
•Learning and understanding the client’s products and services, navigational tools of all the applications needed in the processes
•Observing the SLAs and performance measurements assigned
•Participating and implementing operational maturity initiatives
•Escalating issues and seeking advice when faced with non-standard issues / problems
•Interacting largely with own workgroup but may interact with users around first line queries / requests
•Performing a variety of duties and accountabilities as business need dictates.
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