Telecommunications Technician

Experience as an Enterprise voice and unified communications technician or

analyst.

• Moves, adds, changes, and user provisioning across multiple UC platforms.

• Phone number inventory and lifecycle management.

• Ticket queue ownership and incident response.

• Telecom expense management and carrier coordination.

• E911 administration and records management

• User training and adoption support

• Ability to learn new technologies namely Microsoft Teams Voice.

• Communication Skills:

o Read, write and comprehend simple instructions, reports, short

correspondence and memos.

o Exchange of information with internal/external contacts.

o Explain and gather information, answer queries, or provide assistance to

internal, or external contacts.

o Persuade, confirm, or recommend course of action with internal and/or

external contacts.

o Ability to document training materials that are easier to use by end users.

• Decision Making Skills:

o Makes decisions of responsibility involving evaluation of information;

decisions may require development or application of alternative

precedents.

o Makes decisions of responsibility and results that affect more than one

department or a department with multiple units; substantial analysis is

required, and many factures must be weight before a decision can be

reached.

• Complexity, Judgement and Problem Solving:

o Understand and follow instructions.

o Execute decisions within limits of standard policy and procedures

o Interpret and adapt to established practices and procedures using

independent judgement to meet situations to which application is not

clearly defined.

Years of Experience: 3-5 years of experience.

Nice to Have Skills:

- Experience with Microsoft Teams Voice

- Experience with Landis Contact Center

- Implementation experience

- ITIL Foundations Certification

- Experience with Microsoft Teams Voice and or Microsoft Teams Voice

Certifications

- Avaya Certified Solution Specialist (ACSS), Avaya Support Professional

Specialist (APS)

Interview Process: Microsoft Teams & In Person

Interview Rounds

Duration of Contract:

Onsite, Remote or a Combination of onsite and remote: Combination of onsite and

remote.

Full job descriptions attached:

The Telecom Analyst servers as a key operational resource in handling tasks, including

system support, vendor coordination, and record maintenance. The aim is to ensure

effective and consistent operation of telecom services, facilitating smooth

communication and operational efficiency. Monitor assigned ticket queue and respond

efficiently to troubleshoot reported problems. This role requires a good understanding of

VOIP

• Job Duty: Customer focused VOIP Support

o Descriptive: Provide top-tier support for the organization’s VOIP systems,

with a particular emphasis on enhancing customer experience. Display

excellent communication and interpersonal skills in resolving user issues

and educating customers on system functionalities.

• Job Duty: Trend Analysis and Process Improvement

o Descriptive: Regularly review VOIP systems performance and support

trends to identify areas for process improvement. Use critical thinking

skills and initiative to recommend and implement enhancements to the

support process.

• Job Duty: Support under Project Team

o Descriptive: Work closely with project team, taking direction to manage

specific tasks and projects related to the VOIP systems.

• Job Duty: Maintenance of VOIP Systems and Records

o Descriptive: Perform regula maintenance on VOIP systems to ensure

optimal functionality. Keep call record systems updated and accurate,

demonstrating attention to detail.

Additional details:

Role requires reliable transportation. Some early morning start times (before 7 AM) and

weekends may be required.

The Telecom Analyst servers as a key operational resource in handling tasks, including system support, vendor coordination, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency. Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems. This role requires a good understanding of VOIP systems with experience in Avaya phone system and Microsoft Teams Voice being beneficial. The successful candidate will demonstrate basic understanding of SIP technologies, vendor coordination, phone installation, and maintenance. Experience and understanding with e911 platforms. Familiarity with Avaya Workforce Optimization Select and Caler-VERASmart would be advantageous.

• Job Duty: Customer focused VOIP Support

o Descriptive: Provide top-tier support for the organization’s VOIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.

• Job Duty: Trend Analysis and Process Improvement

o Descriptive: Regularly review VOIP systems performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process.

• Job Duty: Support under Project Team               

o Descriptive: Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.

• Job Duty: Maintenance of VOIP Systems and Records

o Descriptive: Perform regular maintenance on VOIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail.

Additional details: Occasional early morning start time and weekends may be required.