Back Office Specialist for PON

The Back Office Specialist for Passive Optical Network (PON) course is designed to equip professionals with the skills and knowledge required to manage and support PON operations from a back-office perspective. This role involves handling network monitoring, customer service, troubleshooting, and coordination between field engineers and the technical teams. Below are the key topics and course details typically covered:

1. Introduction to Passive Optical Networks (PON)

• Overview of PON architecture and components

• Types of PON technologies: GPON, EPON, XG-PON, NG-PON2

• Key components: Optical Line Terminals (OLTs), Optical Network Units (ONUs), splitters

• Applications of PON in telecommunications, internet service providers (ISPs), and FTTH (Fiber-to-the-Home)

  
  

2. Role of a Back Office Specialist in PON

• Overview of the back-office operations in a PON setup

• Importance of coordination between field engineers, NOC (Network Operations Center), and customer service teams

• Daily responsibilities: monitoring network stability, managing customer accounts, handling trouble tickets, and coordinating installations or repairs

• Working with Customer Relationship Management (CRM) systems and Network Management Systems (NMS)

  
  

3. PON Network Management and Monitoring

• Tools and systems used for managing PON networks: NMS, OSS/BSS (Operations and Business Support Systems)

• Real-time monitoring of network performance, alarms, and events

• Monitoring and managing bandwidth allocation and Quality of Service (QoS)

• Key performance indicators (KPIs) for PON networks: signal levels, latency, packet loss, uptime, and customer satisfaction

• Use of dashboards and analytics to track network health

  
  

4. Customer Service and Support in PON Networks

• Handling customer inquiries, installations, and troubleshooting issues

• Managing work orders for PON installations and maintenance

• Communicating with field technicians and ensuring customer issues are resolved efficiently

• Understanding service level agreements (SLAs) and ensuring customer compliance

• Effective communication skills for technical support and customer interactions

  
  

5. PON Troubleshooting and Issue Resolution

• Identifying common issues in PON networks: signal degradation, optical power loss, and ONU failures

• Working with field technicians to isolate and resolve issues

• Using diagnostic tools such as OTDR (Optical Time Domain Reflectometer) and power meters

• Managing escalations and coordinating with network engineers for advanced troubleshooting

• Documentation and reporting of issues, incidents, and resolutions

  
  

6. Network Provisioning and Configuration

• Provisioning of new services and connections for PON customers

• Configuring and managing ONUs, OLTs, and splitters

• Setting up and managing VLANs, IP addressing, and QoS parameters

• Managing and configuring firmware updates for network devices

• Automation and remote management of network configurations

  
  

7. PON Service Activation and Deactivation

• Service activation workflows: handling customer requests and coordinating with field teams

• Managing network access controls, user authentication, and service entitlements

• Deactivating or upgrading services: disconnecting users, reconfiguring bandwidth, and managing account changes

• Handling customer migration from legacy networks to PON infrastructure

  
  

8. Reporting and Data Analysis for PON Operations

• Generating regular network performance and service quality reports

• Analyzing customer data to improve service delivery and network performance

• Using analytics to identify patterns in customer complaints and network incidents

• Reporting network health status to management and stakeholders

• Creating dashboards and visual reports for better decision-making

  
  

9. Billing and Accounting for PON Services

• Integration of billing systems with PON management platforms

• Managing customer accounts, invoicing, and billing for PON services

• Handling customer billing inquiries and resolving discrepancies

• Ensuring compliance with financial reporting standards and regulatory requirements

  
  

10. Coordination with Field Technicians and Engineers

• Communicating with field teams for troubleshooting, maintenance, and new installations

• Managing schedules and work orders for PON installations, repairs, and upgrades

• Using ticketing systems to manage and track issue resolution workflows

• Ensuring efficient coordination between the back office, field teams, and customer service teams

  
  

11. Data Security and Compliance in PON Networks

• Understanding data security principles relevant to PON networks

• Ensuring the protection of customer data and compliance with regulatory standards (e.g., GDPR, HIPAA)

• Implementing secure remote management practices for PON devices

• Working with cybersecurity teams to identify and mitigate potential vulnerabilities in the network

  
  

12. Industry Standards and Best Practices

• Overview of industry standards for PON (ITU-T G.984 for GPON, IEEE 802.3 for EPON)

• Best practices for back-office operations in managing PON networks

• Maintaining high standards for customer satisfaction and service reliability

• Understanding service level agreements (SLAs) and key performance metrics for operational success

  
  

13. Hands-On Training and Practical Scenarios

• Working with real-world PON monitoring and management tools

• Simulating network issues and practicing troubleshooting and coordination with field teams

• Handling customer service scenarios related to installations, outages, and service changes

• Using CRM and NMS tools for managing customer accounts and network performance

• Documentation exercises: creating reports, tracking issues, and managing work orders

  
  

Assessment and Certification:

• Final exam assessing both practical and theoretical knowledge

• Hands-on projects and case studies for real-world application

• Certification as a Back Office Specialist for PON upon successful completion

  
  

Target Audience:

• Network administrators and operators in telecommunications

• Customer service representatives working with fiber optic or broadband services

• Network management professionals

• Telecom technicians and engineers interested in transitioning to network support roles

• IT and telecom professionals focused on operations and network management

  
  

Prerequisites:

• Basic knowledge of networking and telecommunications systems

• Familiarity with customer service workflows and ticketing systems

• Understanding of PON architecture and fiber optic technology is a plus but not required