$20.90 to $24.20 hourly
Robert Half Technology is seeking a Telecom Engineer for an end client in Philadelphia. This candidate needs to have a car, and this role will require local travel. Qualifications include:
•Seeking a telecom technician well-versed in the Cisco Call Manager, Cisco Unity Connection, Nortel Option 11/CS1000, Nortel SL100/CS2100, PBX Support, Wiring standards (punch downs)
•Assists in the development and implementation of Service Desk standards, processes and systems required to deliver consistent high quality customer service.
•Maintains and report on individual and team metrics via tools such as ServiceNow and maintains service knowledgebase.
•Manages current queues and defines new queues to insure proper categorization and assignment of issues.
•Researches and develops testing solutions to complicated issues, documenting the resolutions then presenting and
training coworkers and clients.
•Demonstrates basic knowledge of both Tier 1 and Tier 2 service level support as relates to addressing Hardware
(End-User Devices, telephones, softphones & peripheral equipment), and application software, and operating
•Provides technical guidance, advice and informal training for customers using telephony hardware and software.
•Demonstrates knowledge of support databases and call tracking systems to enhance problem resolution.
•Troubleshoots problems and restores systems using root cause analysis and other advance tools and techniques.
•Develops checklists, guides, and documentation to assist in future support issues.
•Maintains and increases knowledge of all CHOP IS telephony application, hardware, mobile devices.
•Works in a team setting, sharing information and training Support Analyst I associates
•Exhibits the ability to aid Level I Support Analysts in solving support issues.
•Customer service oriented team player with first-rate communication, documentation, organizational, problem
solving, written and verbal skills.
•Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
•Must have working knowledge of many various pieces of equipment and software including networking and telecommunication hardware, etc. Knowledge and understanding of issues inherent to telephony including, but not limited to security, deployment, auditing, licensing and compliance; deployment and upgrading; features and functionality.
•Organized with the ability to follow established processes and provide recommendations for improvements.
•Ability to analyze and solve problems by investigating and implementing predefined potential solutions using
•Working knowledge of the IP based solutions.
•Medical terminology helpful and previous medical institution background preferred
•Minimum 5 years experience providing EUD support, Service Desk support or equivalent experience/knowledge
•High school degree required
Preferred Education: Some college; Technical School Diploma or equivalent
Preferred Licenses/certificates/registrations: Cisco, Nortel, Panasonic, Hard phone models and soft phone models, etc.
Telecommunications, Nortel, Cisco CallManager, Cisco Unity, PBX System
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- Information Security
- Complex Problem Solving