A fortune 250 retail company is looking for a helpdesk/tier 1 support representative to provide phone support to technicians in stores supporting the T-Mobile Conversion Project. These stores use SDWAN technology to provide connectivity for data and voice communications. Each store has a primary connection (terminated into a Cisco ISR SDWAN router) as well as a backup connection (terminated into a CradlePoint device). The scope of this project is to:
Support the migration of the LTE connection in the CradlePoint from Verizon / AT&T to T-Mobile (TMO)
Support the migration of the CradlePoint from AC power to Power Over Ethernet
Contractor will validate with the TMO technician the CradlePoint MAC address and make updates / changes as necessary in the CradlePoint management platform (NetCloud Manager)
Contractor will validate wireless metrics (loss, latency and jitter) of the current carrier (Verizon / AT&T) to establish a baseline. These metrics will be logged in a tracking spreadsheet.
Contractor will validate wireless metrics (loss, latency and jitter) of the TMO SIM and make a determination if these meet or exceed pre-defined standards. These metrics will be logged in a tracking spreadsheet.
If metrics on the TMO SIM are not met, the contractor will work with the TMO tech to re-position antennas in an attempt to improve service.
If improvements are not achieved, the contractor will escalate issue to a member of the ASIST team
Contractor will provide troubleshooting support to TMO tech in migrating CradlePoint from AC power to Power Over Ethernet.
Contractor to validate CradlePoint connectivity in NetCloud Manager and vManage once work is completed by the TMO technician
Contractor is to escalate issues to the ASIST team that require more in-depth skills
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Excellent customer service phone presencethey will be calling 20 stores per day. Each call takes about 15-20 min.
Must be able to explain concepts and instructions over the phone to technicians.
Proficient in Microsoft Excel to document and update processes, logging metrics,
Basic networking skills logging into the website and navigating application GUI.
Ability to follow a pre-defined process and explain processes to techs at the stores.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.