Connectivity Specialist – Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and lead the complete delivery process of telecommunications and connectivity services for clients.

• Facilitate the provision of Dedicated Internet Access (DIA), Ethernet Private Line (EPL), internet services, Network Interface Devices (NIDs), public cloud direct connections, wireless LTE, and dark fiber.

• Oversee the circuit delivery lifecycle from order acceptance to installation, activation, testing, and service acceptance.

• Manage both single-site and intricate multi-site connectivity implementations concurrently.

• Act as the main point of contact for customers during circuit delivery, offering updates and managing expectations.

• Collaborate with teams in network deployment, project management, carrier management, data center operations, carriers, vendors, remote hands teams, and field technicians.

• Schedule and supervise on-site technicians carrying out installations, circuit activations, testing, cross-connect verification, and troubleshooting.

• Coordinate carrier order milestones, site surveys, local loop provisioning, cross-connects, circuit testing, and service activation activities.

• Manage customer access, remote hands, data center meet-me room, and cross-connect operations.

• Process Moves, Adds, Changes, and Deletes (MACD) requests for existing circuits and connectivity services.

• Triage and direct repair, billing, and service inquiries.

• Maintain comprehensive and verifiable circuit records, milestones, notes, and documentation.

• Identify and mitigate risks, delays, and dependencies.

• Adhere to delivery standards, best practices, company policies, data privacy protocols, compliance training, and data handling agreements.

• Enhance delivery processes, installation timelines, and customer outcomes.

• Manage administrative tasks, reporting, and billing readiness.

• Perform additional duties as assigned.

⛳️ Requirements

• Preferred bachelor’s degree with over 4 years of relevant hands-on experience in telecommunications or connectivity service delivery.

• At least 2 years of experience coordinating service delivery initiatives, including overseeing or managing field technicians, carrier resources, and cross-functional teams.

• Familiarity with routers, switches, NIDs, and SD-WAN devices.

• Strong understanding of telecommunications services and circuit delivery processes, including DIA, EPL/EVPL, internet access, NIDs, dark fiber, public cloud direct connections, wireless LTE, and data center cross-connects and meet-me room operations.

• Knowledge of delivery service level agreements (SLAs), standard installation durations, and service activation timelines.

• Experience in managing on-site installations, technician dispatch, and coordination among multiple vendors and locations.

• High proficiency in Microsoft products, including Microsoft Office and Microsoft Outlook.

• Experience with ServiceNow is advantageous.

• Familiarity with SharePoint, IRA, Remote Hands coordination, field technician oversight, ISP/OSP construction, carrier last-mile ordering and provisioning, and AWS or other cloud service providers is preferred.

• Excellent customer-facing communication skills.

• Highly organized with a keen attention to detail and the ability to handle multiple simultaneous deployments.

• Capability to work in a fast-paced, high-volume delivery setting, occasionally outside standard business hours.

• Ability to work autonomously while effectively collaborating with various teams.

• Must be legally authorized to work in the United States without requiring visa sponsorship.

🏝️ Benefits

• Full-time remote work opportunities.

• Opportunities for professional development and growth.

• Reasonable accommodations for qualified individuals with disabilities.