Communications Technician II

Communications Technician II needs 3 years of experience troubleshooting and resolving issues with voice communications infrastructure, including voice gateways, carrier circuits, and DMARCs required.

Communications Technician II requires:

• Minimum three years of experience troubleshooting and resolving issues with voice communications infrastructure, including voice gateways, carrier circuits, and DMARCs required. Experience in academic and/or healthcare environments is preferred.
• Experience with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues preferred.

• Experience with Cisco UCCX-related technologies (call center), including Finesse for troubleshooting agent issues is preferred.
• Associates degree in electronics or related field or a graduate of a technical school.

Communications Technician II duties:

Makes decisions outside of established procedures affecting the system's operation, if needed.

Monitors, diagnoses and implements the repair of communications networks, equipment, and software in accordance with established procedures.

Diagnoses carrier-related problems, including digital and analog circuits, and reports status and repairs needed. Reports issues and opens tickets with carrier services. Follows up to completion.

Assists carriers with access to closets and equipment.

Installs communications equipment to board level or as instructed.

Responds to customer questions and inquiries regarding features and functions of the communications system.

Enter incident and request tickets in our ITSM tool, ServiceNow, and properly document tickets to capture an accurate history of events with the relevant details.