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Specialist - Next Gen Svcs

Company: Cincinnati Bell
Location: Honolulu
Posted on: September 22, 2022

Job Description:

Hawaiian Telcom provides installation, service delivery and maintenance of telecommunication services (voice, data, and video) through its network elements within a center environment or in the field and equipment at the customer site. The Specialist is responsible for the overall success of all installation and maintenance activity of field technicians in regards to both outside plant and customer premise work as it pertains to Next Generation Services Hawaiian Telcom offers. The Specialist will develop detailed methods and procedures, review and recommend materials, tools and test equipment and identify and create training curriculum in support of new products and services. ESSENTIAL FUNCTIONS: # Essential Duties and Responsibilities: Wt % 1 Responsibilities include: - Provides direction, guidance and technical support to others on the day-to-day execution of duties in accordance with the Company policies and applicable laws - Plan, and work with technicians assisting with MDU/NGTV installs/maintenance; - Resolve internal and external complaints and problems; - Conduct field inspections, quality reviews, safety observations and periodic field visits of the technicians to effectively manage customer commitments and exceed customer expectations. - Follow up on customer dealings, communication, and action items. - Work with a team of subject matter experts (SMEs) for special projects. - Manage, as assigned, the activities and issues within the group to keep installation orders on time and in budget and to bring timely resolution to customer troubles. 40% 2 Accountable for compliance to corporate business and safety policies: - Security and safety of company assets. - Meeting or exceeding company metrics impacted by the Next Generations Services group. - Ensure adherence to Company Policies, Strategies and Regulatory requirements. 20% 3 Responsible for interacting with customers, internal and external departments and vendors to effect successful installations and satisfactory resolution to maintenance issues. 20% 4 Works with Operations Support and supervisor in the development of standards and practices, in the identification of tools, equipment and material and in the delivery of appropriate technical training that will improve operational effectiveness in support of strategic goals. 20% EDUCATION AND CERTIFICATIONS: Four years of College resulting in a Bachelor's Degree or equivalent Certifications / Accreditations / Licenses:

  • Bachelor's degree in Electrical Engineering, Engineering Technology, Computer Science, Information Sciences or telephony training with a technical vocational college or university or the equivalent of two years' experience in a related field
  • Formal technical certification and/or licenses are highly desirable (CCNA, MSCE, Network+, BICSI ITS Technician)
  • Microsoft/Alcatel Lucent IPTV certification highly desired EXPERIENCE: No experience to 1 year Previous Work Experience:
    • One year of work experience in OSP Construction, Customer Operations, Business Operations, OSP/Network Engineering, Network Operations
    • External experience (outside of Hawaiian Telcom), two years of field operations, broadband data services, engineering and outside plant equipment installation and maintenance is acceptable
    • Experience in leading technical teams and motivating them to achieve maximum performance desired
    • Project management experience is highly desirable
    • Experience in developing process improvement plans, execution of the plans and measuring results for desired outcome preferred
    • Proven experience exemplifying outstanding organizational, communication and administrative skills
    • Experience in testing and trouble isolation on a TDM and IP network using various test equipment and the interpretation of test results
    • Working knowledge of IPTV related protocols and applications, how IPTV applications are routed over a MPLS network and how its major components fit into an end-to-end video broadcast system
    • Working knowledge in configuring and troubleshooting data/IP networks, IP network architecture and design, data/IP capacity management, or data/IP software configurations
    • Hands-on work experience required in configuring and troubleshooting routers, switches, firewalls, and other internetworking devices
    • Experience in structured wiring design and installation is highly desired SPECIAL KNOWLEDGE, SKILLS AND ABILITIES: Mental Requirements
      • Ability to multi-task at a very fast pace
      • Flexibility to adjust quickly to many moving facets of the job
      • Ability to make quick situational assessments and react accordingly
      • Requires leveraging leadership and a variety of technical skills to work across internal groups. as well as with vendors and industry partners to support service offerings and infrastructure capabilities
      • Requires alignment with the Company's F.A.S.T. Values
        • Fierce Resolve -- be Focused, Determined, Overcome the toughest challenges
        • Aloha Spirit -- Heartfelt, Kind, Serve with warmth and humility
        • Superior Service -- Exceptional, Extraordinary, Strive to provide the very best
        • Trustworthy -- Honest, Reliable, Make promises a reality
        • Requires alertness and attention to detail
        • Requires managing multiple functions and tasks WORK ENVIRONMENT:
          • Daytime tour of duty; occasional scheduled night and weekend work
          • Subject to overtime and callout
          • Work may be performed in an enclosed area lacking windows
          • Able to operate analytical test equipment such as data analyzers, oscilloscopes, etc.
          • May require late hours and weekends to complete assignments and projects
          • Exposed to indoor conditions, dust, noise, dirt, heat, various lighting conditions, etc.
          • Subject to adverse weather conditions, dirt, dust, noise, fumes, rough terrain, traffic, heat, working in confined spaces, manholes, poles, aerial lifts and platforms, etc.
          • Exposed to adverse weather conditions, dirt, dust, noise, fumes, rough terrain, heat, working in confined spaces and manholes, etc.
          • Exposed to high voltage electrical power lines, explosive and/or flammable liquids and gases, oxygen deficiency, carbon monoxide, lead toxity and asbestos materials
          • Works with molten lead and wax SUPERVISORY RESPONSIBILITY: This position has no direct supervisory responsibilities; however, the individual may be requested to assist in leading a group of staff or vendors to achieve objectives. MISCELLANEOUS: Physical Requirements
            • Work may be performed a various location under varying conditions
            • Physically able to safely operate a motor vehicle
            • Able to travel to the Mainland and Neighbor Islands for emergency/disaster/outage conditions, meetings, conferences, extended training and project support
            • Requires standing, sitting, lifting/carrying supplies and training materials up to 40 lbs, and reading paper documentation and electronic communications
            • May require traveling to various locations and company branches and departments throughout the State of Hawaii in a timely manner so must possess a valid Hawaii State Driver's License
            • May require identifying and distinguishing colors
            • Able to operate analytical test equipment such as data analyzers, oscilloscopes, etc.
            • Ability to lift, carry, set up, climb and take down ladders
            • May require lifting and carrying standard extension ladders, tools, and manhole and pullbox covers
            • May require climbing poles and ladders
            • May require working in confined and dark areas for long periods of time
            • May require identifying and distinguish audible tones/levels and colors
            • May require push/pull heavy objects such as aerial platforms, racking and forming cables
            • Required to meet multiple priorities and project due dates
            • May require late hours and weekends to complete assignments and projects
            • Business Acumen: Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals. Understands and applies procedures, regulations and policies related to areas of specialized expertise. Understands the regulated environment and how it impacts the business.
            • Cost Consciousness: Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
            • Strategic Thinking: Develops strategies to achieve organizational goals; understands organization's strengths and weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
            • Tactical Planning: Converts strategic direction/plans into tactical operational plans to achieve targeted results. Monitors and tracks results; adapts plans to changing conditions.
            • Analytical: Synthesizes complex or diverse information; collects and researches data; designs work flows and procedures.
            • Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
            • Decision Making/Judgment: Makes sound, well-informed, fact-based decisions. Demonstrates willingness to make decisions; includes appropriate people in decision making process; supports and explains reasoning for decisions.
            • Technical Expertise: Possesses solid technical/functional subject matter expertise and knowledge. Utilizes technology based tools and processes. Ability to learn new technology and identify new processes required to support the technology.
            • Project Management: Develops project plans; coordinates projects; completes projects on time and within budget; manages project team activities.
            • Change Management/Adaptability: Adapts to new information, changing conditions, or unexpected obstacles. Effectively manages competing demands. Develops workable implementation plans; changes approach or method to best fit the situation; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition; evaluates results and takes action as necessary.
            • Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to other's views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; builds morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
            • Oral Communication: Communicates with impact. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
            • Written Communication: Effectively communicates through concise writing. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; reads and interprets written information effectively.
            • Leadership: Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
            • Professionalism Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments; inspires the trust of others; works with integrity; upholds organizational values.
            • Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on-time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
            • Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks to achieve desired results.
            • Work Performance -- Quality: Works independently with minimal direction and follow-up. Demonstrates accuracy and thoroughness; follows policies and procedures; looks for ways to improve and promote quality; embraces continuous learning and development; applies feedback to improve performance; monitors own work to ensure quality; measures self against standard of excellence.
            • Work Performance -- Quantity: Able to multi-task in a high demand and ever changing work environment. Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
            • Dependability: Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
            • Initiative: Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
            • Customer Service Oriented: Anticipates customer needs and proactively develops innovative approaches and ideas; listens to customers; resolves customer issues with a sense of urgency; deals effectively and courteously with customers; looks for possibilities.
            • Strong sense of accountability and responsibility.
            • Ability to work independently with minimal direction including with follow-up.
            • Results driven with a sense of urgency during an outage and or trouble escalation.
            • Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality.
            • Understands and applies procedures, regulations, and policies related to areas of specialized expertise.
            • Continuously learning and developing. About Us Aloha! Welcome to Hawaiian Telcom's listing of current job openings. Hawaiian Telcom, the premier telecommunications company headquartered in Honolulu, offers Hawaii's consumers and businesses a spectrum of telecommunication solutions, taking full advantage of proven and emerging technologies. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Hawaiian Telcom offers an amazing M--lama Hours Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information. Location(s) Sign in first with a simple click -OR - This field is required Email address is in an invalid format Password does not meet minimum requirements This field is required Email address is in an invalid format Password does not meet minimum requirements This field is required Email address is in an invalid format Password does not meet minimum requirements

Keywords: Cincinnati Bell, Honolulu , Specialist - Next Gen Svcs, Other , Honolulu, Hawaii

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