Service Assurance Specialist

4 weeks ago

Fredericton, Canada Xplore Inc. Full time
Job Title: Service Assurance Analyst

Xplore Inc. is seeking a highly skilled Service Assurance Analyst to join our team. As a key member of our Service Assurance team, you will play a critical role in ensuring the delivery of exceptional customer experiences.

Key Responsibilities:
  • Provide customer-centric focus and accountability for service delivery.
  • Identify areas of opportunity and coordinate cross-functional efforts to ensure service quality.
  • Bring knowledge and expertise in large-scale Wireless and Fibre to the premise ISP deployments.
  • Contribute to supporting world-class carrier-grade Fibre, Fixed Wireless & Satellite networks.
  • Act as an overall "Customer experience owner" working within an extended cross-departmental team of SMEs.
  • Monitor, troubleshoot, isolate, optimize, and resolve network & customer performance issues.
  • Participate in weekly reporting and inter-departmental reviews, focusing on network status, areas of concern, and target resolution dates.
  • Handle escalations through "Service Problem Management" and "Service Quality Management" processes.
Requirements:
  • Understanding of Network Management OSS Tools to evaluate Performance Management, Configuration Management, and Optimization.
  • Strong troubleshooting skills within a Fibre & Wireless RF/Baseband and ISP networking environment.
  • Fixed Wireless CPE and connectivity experience, knowledge of RF, LTE, 5G or PTMP/PTP technology.
  • End-to-end understanding of IP networking, routing, switching, DNS, DHCP, etc., with supporting capability to troubleshoot and isolate issues with RTT, MTU, packet loss.
  • Background in SNMP, HTTP, VLANs, Internet security software, VoIP, databases, email, and web servers.
  • Basic Linux capabilities.
  • Strong Excel and reporting capabilities.
Ideal Candidate:
  • Relevant Diploma/Degree or a combination of practical work experience and education.
  • 5 years of networking experience in a computing environment.
  • Experience in the operation of LAN and WAN environments.
  • Experience in a fixed wireless or service provider environment.
  • Understanding of Fibre networks and support would be an asset.
  • Previous experience with point-to-multipoint wireless networks and/or VSAT networks with an ISP would be an asset.

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