Job Id: TX-DIRITSAC201801 (94290821)
Telecom Technician/HelpDesk Analyst with VoIP IP, PBX, Cisco Jabber IM, CUCM, Cisco Unity, UCCX and WebEx experience
Location: Austin TX (DIR)
Duration: 06 Months
Minimum Requirements:
Years Skills/Experience
1 Full-time wage earning experience in a telecommunications and/or data environment
2 Full-time wage earning experience in a Help Desk and/or customer service environment
JOB SUMMARY
Responsible for performing routine work associated with the CCTS (Capitol Complex Telephone System) Help Desk. Work includes the opening and monitoring of trouble tickets to ensure timely resolution of customer problems and requests. Provides quality customer service and a helpful attitude for all customers. Works under general supervision with moderate latitude for use of initiative and independent judgment
ESSENTIAL FUNCTIONS
• Receives, records, and monitors reports of trouble related to PBX and VoIP telecommunications/data equipment, and systems,
• Liaison with vendors and or internal departments used in the resolution of service request
• Enters all trouble tickets in the ticketing system, tracks resolution and perform follow up to ensure customer satisfaction.
• Performs initial troubleshooting of customer’s trouble reports and escalates appropriately
• Assists in writing standard operating procedures and initial troubleshooting procedures
• Prepares summary reports on telecommunications/data trouble reports
• Maintains records on the status of trouble tickets
• Assists in training staff in the use of standard operating procedures and initial troubleshooting skills
• Performs a variety of nonessential work as assigned.
EDUCATION
• Graduation from a standard senior high school or equivalent
EXPERIENCE AND TRAINING
• One (1) year full-time wage earning experience in a telecommunications and/or data environment
• Two (2) years full-time wage earning experience in a Help Desk and/or customer service environment.
• Experience with PBX administration and Voice Mail administration.
• Experience with Cisco Unified Communications Manager (CUCM) and Cisco Unity administration
• Experience in Help Desk ticketing system and Customer Service experience.
KNOWLEDGE, SKILLS AND ABILITIES
• Knowledge in VoIP IP and PBX technology.
• Basic knowledge of Cisco Jabber IM, UCCX and WebEx.
• Ability to work independently and multi-task
• Skill in the use of telecommunications equipment, personal computer and applicable software
• Ability to coordinate and resolve telecommunications problems, interpret technical information, implement corrective procedures according to manual directions, and to effectively communicate technical information to staff.
• Skill in effectively communicating orally and in writing with employees and the public
• Skill in analyzing, diagnose, and resolve or escalate telecommunication problems.
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