Communications Technician II

Job Title – Communications Technician II Location – Chicago, IL 60637 Duration – 07+ months contract position, with the possibility of extension Responsibilities

• Make decisions outside of established procedures affecting the system’s operation, if needed.
• Monitor, diagnose, and implement repair of communications networks, equipment, and software in accordance with established procedures.
• Diagnose carrier‑related problems, including digital and analog circuits, report status and necessary repairs, open tickets with carrier services, and follow up to completion.
• Assist carriers with access to client closets and equipment.
• Install communications equipment to board level or as instructed.
• Respond to customer questions and inquiries regarding features and functions of the communications system.
• Enter incident and request tickets in Service Now, properly documenting tickets to capture an accurate history of events with relevant details.
• Maintain service activity documentation, including all maintenance activity performed on communications hardware and software and parts usage figures.
• Monitor inventory levels and alert Inventory Coordinator when additional supplies and equipment are needed.
• Guide and assist new Communication Technicians in orientation and proficiency growth in client voice systems.
• Maintain work area in an orderly manner.
• Work on special projects as needed.
• Willingness to work in a multi‑shift, multi‑location environment is required.
• Have good knowledge of digital and analog circuitry and data transmission techniques.
• Have good knowledge of basic computer hardware, software and communications test equipment (e.g., transmission test set, digital multimeter, tone/pulse linesman test set, traceable tone‑tone generator, tone tracer, remote maintenance terminal, time domain reflectometer, optical, DS1, and DS3 test equipment).
• Be proficient with various hand tools.
• Have ability to analyze complex technical drawings (preferred).
• Have good verbal and written communication skills.
• Have strong customer service skills and ability to interact effectively with customers and associates.
• Demonstrate decision‑making ability to ascertain steps to solve technical problems.
• Have basic knowledge of Microsoft applications.
• Experience using Service Now or similar service management system is preferred.
• Be skilled in time prioritization and task management.
• Be able to work independently.
• Have effective communication and documentation skills to share technology information for the effective support of business applications.
• Must possess a valid driver’s license.

• Associates degree in electronics or related field or graduate of a technical school.

• Minimum three years of experience troubleshooting and resolving issues with voice communications infrastructure, including voice gateways, carrier circuits, and DMARC’s required. Experience in academic and/or healthcare environments is preferred.
• Experience with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues (preferred).
• Experience with Cisco UCCX‑related technologies (call center), including Finesse for troubleshooting agent issues (preferred).