Assists with routine preventative system maintenance and other tasks utilizing established procedures. Consults with Comm Tech II or manager for anything that is outside of established procedures affecting the system's operation.
Monitors, diagnoses and implements the repair of communications networks, equipment, and software in accordance with established procedures, as instructed.
Performs tests for carrier-related problems, including digital and analog circuits, and reports status and repairs needed. Reports issues and opens tickets for some carrier services (refer SIP issues to team/manager). Follows up to completion.
Assists with installs of communications circuits and equipment as instructed. On-site person who works with voice engineers , voice specialists/techs, inventory staff, network team and vendors.
Works with customers to help document and resolve communications issues.
Enters incident and request tickets in our ITSM tool, ServiceNow, and properly document tickets to capture an accurate history of events with the relevant details.
Maintains service activity documentation, which includes all maintenance activity performed on communications hardware and software as well as parts usage figures. Monitors inventory levels and alerts Inventory Coordinator when additional supplies and equipment is needed.
Provides coverage for all remote sites, such as Ingalls, Northwest Indiana, etc.
Maintains work area in an orderly manner.
Assist with special projects as needed.
Competencies
Work in a multi-shift, multi-location environment required.
Analyze technical drawings required.
Good verbal and written communication skills required.
Strong customer service skills and interact effectively with customers and associates required.
Skilled in time prioritization and task management.
Work independently.
Effective communication and documentation skills to share technology information for the effective support of the business applications.
Education, Experience or Certifications:
Education:
High school diploma or GED required.
Associates degree in electronics or related field or a graduate of a technical school preferred.
Experience:
One or more years of experience troubleshooting and resolving issues with voice communications or network infrastructure, such as voice gateways, carrier circuits, and routers/switches.
Experience in academic and/or healthcare environments is preferred.
One or more years of experience with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues preferred.
One or more years of experience with Cisco UCCX-related technologies (call center), including Finesse for troubleshooting agent issues is preferred.
Certifications and Licenses:
Valid driver's license required.
Technical Knowledge or Skills:
Good knowledge of digital and analog circuitry and data transmission techniques preferred.
Good knowledge of basic computer hardware, software and test equipment required.
Proficiency with various hand tools required.
Basic knowledge of Microsoft applications required.
Skilled in using Service Now or similar service management system preferred.
Pay Rate:
$36.76 per hour.
Required Documents:
Resume/CV
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