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Job Purpose** **:

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** **:

+ Provide 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

+ Accountable for compliance to corporate business and safety policies, security and safety of company assets

+ Meet or exceed company metrics impacted by the Next Generations Services group

+ Ensure adherence to Company Policies, Strategies and Regulatory requirements

+ Responsible for interacting with customers, internal and external departments and vendors to effect successful installations and satisfactory resolution to maintenance issues

+ Work 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

Education** **:

+ Four years of College resulting in a Bachelor's Degree or equivalent

+ 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

Certifications, Accreditations, Licenses** **:

+ Must have a valid driver's license

+ Formal technical certification and/or licenses are highly desirable (CCNA, MSCE, Network+, BICSI ITS Technician)

+ Microsoft/Alcatel Lucent IPTV certification highly desired

Relevant Work Experience:

1 to 3 years in related field

+ 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

+ 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** **:

+ 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

+ Manage multiple priorities, functions and tasks

+ Able to operate analytical test equipment such as data analyzers, oscilloscopes, etc.

+ Flexibility to adjust quickly to many moving facets of the job

+ Make quick situational assessments and react accordingly

+ 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

Supervisory Responsibility** **:

This position does not have employee direct reports but does have oversight responsibility for vendors and/or contractors

Work Environment:

+ Travel required as needed

+ Work may be performed at various locations under varying conditions

Physical Requirements** **:

Ability to lift/carry supplies and equipment up to 40 lbs.

Salary Range: $70k - 98k

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran