Telecom Technician - Tier 2

We are seeking a Telecom Technician - Tier 2 to become an integral part of our team!

The Telecom Technician – Tier 2 is a key resource to the Client Services team in providing next level customer service experiences to both internal and external clients. This role will provide telecom and some network level implementation and support utilizing varied manufacturers and technologies. As a member of the Client Services team, the Telecom Technician will also assist in root-cause investigation and troubleshooting of data and VoIP packets.

Essential Duties & Responsibilities:

• Perform surveys for new and existing Clients.
• Prepare VoIP implementation (evaluation, programming, installation, and ongoing maintenance).
• Take ownership of service tickets until resolution or escalation.
• Provide high quality customer service support with an emphasis on issue resolution and quality
• Comply with documentation and backup policies utilizing an already established documentation framework.
• Provide on-site and remote incident resolution via phone, remote tools and email.
• Performs other duties as assigned.
• Configure, Install, and troubleshoot telecommunication equipment and service (e.g., PBX, hybrid PBX, UCaaS, Voip, POTS, T1 PRI, etc.)
• Work closely with project managers, clients, manufacturers, and business partners to provide smooth implementation and quick problem resolution to our customers.

​Required Knowledge, Skills & Abilities:

• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to interface with customers effectively during stressful outage related situations.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Ability to manage multiple projects in a fast-paced environment.
• Ability to work independently and as part of a team.
• 1 – 2 years’ experience with installing and troubleshooting PBX/Hybrid-PBX phone systems including but not limited to Zultys, Mitel, Samsung, Cisco or Nortel.
• Knowledge of VoIP deployment with SIP endpoints such as Yealink, Polycom and Cisco. • Knowledge of Inside Plant Wiring practices and troubleshooting.
• This is not a remote position, so the ability to work in-person on-site is required

Education, Experience & Certification Requirements:

• Associates degree in Computer and Information Technology, Management Information Systems, or related field preferred.
• Experience with SIP is a plus.
• Experience working with Managed Voice providers is a plus.
• Hands-on experience with monitoring, network diagnostic and network analytics tools

Physical, Mental & Environmental Demands:

• Employee is required to stand, walk, climb, sit and use hands and fingers.
• Some light lifting of objects up to 50 lbs is required.
• Reaching, grasping and carrying activities also required.
• The noise level in the work environment can be varied depending on location.
• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.