Telecom Field Support Specialist (Hybrid)
Telecom Field Support Specialist (Hybrid)
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Job Description
Job Title: Telecom Field Support Specialist (Hybrid)
Location: Raleigh NC
Duration: 12 Months
Job Description
The client is seeking a resource for a 12-month engagement to work with the Network Services Team. Network Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. This position takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. This position serves as the lead and primary contact providing leadership and assistance for the statewide client and client telephony services to the associated field offices. This position will provide support and configuration of the telephone equipment as well as adding modifying and deleting users adding services installing lines and moving users.
This positions primary purpose will be to manage the telephony efforts (moves adds and changes) of the client and client and to work with our partner agency client as a liaison to help them in the design installation testing maintenance upgrade route tickets and troubleshooting of the telephony systems. This position is responsible for site surveys and design of field telephony infrastructure for client and client. This employee will serve as the escalation contact for all telephony issues. The secondary purpose will be to assist with computer network field infrastructure as needed.
This request is to help support the high number of telephone requests/incidents required for the statewide efforts. **STATEWIDE TRAVEL REQUIRED** As a contractor the selected candidate will have to use their own vehicle state vehicles are not permitted to be driven by contractors.
- Responsible for technical knowledge and hands on support installing testing troubleshooting maintaining and upgrading telephone infrastructure cabling and equipment for client and client. Leading telephony incident and problem resolution through the client Helpdesk (ServiceNow) client and client management or other on-site contacts. Provides call reporting and changing of client telephony configurations (move add change delete) such as user skills related to the phone system. Will research and consult on communication problems with other IT professionals and update management on status as needed.
- Ability to lead projects that require working with multiple teams and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.
- This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually. Documentation will also be used by this position to train users in the field on new phones and the features that they have.
- It is the responsibility of all staff to be aware of client and client (PCI HIPPA etc ) security policies as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access alteration destruction or usage in a manner inconsistent with covered IT Security Policies and standards.
Skills:
Skill
Required/Desired
Amount
of Experience
Serves as the primary contact and an escalation contact for DOT telephony services.
Required
7
Years
Basic telephony systems configuration troubleshooting and responsible for generating reporting.
Required
7
Years
Provide training to non-technical users in the field on telephone systems.
Required
7
Years
Ability to research and consult on communication problems with other IT professionals.
Required
7
Years
Ability to organize and follow simple to moderately complex and/or detailed technical procedures.
Required
7
Years
Documenting process and procedures related to technical field support activities.
Required
7
Years
Demonstrates knowledge and a working experience with ServiceNow call tracking system.
Required
7
Years
Ability to effectively communicate with external partners (AT&T CenturyLink etc.) to provide guidance on infrastructure needs.
Required
7
Years
Employment Type
Full-time
