Service Tech II - Dedicated

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Summary

The Service Technician II is responsible for providing intermediate level technical support ensuring the highest quality technical service to clients regarding field activities including installation and servicing voice, data, and video systems and equipment including associated wiring, power, or peripheral equipment.

Essential Functions

• Supplies intermediate technical level support to client requests for emergencies, routine and remedial maintenance of complex telecommunications equipment and circuits
• Performs moves, adds and changes activities as required
• Supplies intermediate level technical support with new installation and major upgrade activities
• Supports the development, design, installation and maintenance of internal and external client networks
• Supports computing hardware including PC’s, Windows Servers and peripheral devices
• Prepares and maintains installation records and documentation
• Promotes professionalism by displaying a positive, professional image and excellent attendance
• Responds promptly to client complaints regarding workmanship and re-occurring service problems; personally, follows through on client inquiries and requests; completes assigned projects within time frames committed to customers
• Provides intermediate level technical leadership and guidance in solving problems encountered in the field and takes personal responsibility for correcting client service problems
• Works towards favorable response to company client satisfaction surveys
• Supports retention of the existing and future client base
• Ensures minimization of chronic and re-occurring system and equipment troubles

Additional Specific Duties and Responsibilities

• Experience maintaining and troubleshooting Nortel phone systems. Experience with CS1000 PBX Release 7.5 is preferable.
• Tasks may include migrating users from older Nortel systems and to newer telephony systems, replacing older phones with newer phones (including IP phones) and performing required troubleshooting.
• Experience with ASCOM phones
• Configure routes and trunks for Nortel environment
• Contacting and coordinating with interconnects to move DID numbers on the planned cuts.
• Experience with Zoom VoIP phone system is a plus
• Interact with the customer’s ticket queues to ensure issues are being addressed

Required Qualifications

• AA/AS or BA/BS in Computer Science, or related technical/Business field
• Minimum of five (5) years of Nortel product lines experience
• High degree of general network experience preferred including administrative and desktop support, client support and interpersonal experience
• Ability to effectively present information to senior level technicians and customer groups in written and verbal formats
• Ability to effectively respond to common inquiries or complaints
• Technological
  
  Skills:
• Digital PBX
• Video Conferencing
• Voice Mail Applications
• Audio Teleconferencing
• Call Center Solutions
• Unified Messaging
• Automatic Call Distribution (ACD)
• High-Speed Dedicated Data link
• Computer/Telephone Integration
• Synchronous Optical Network (SONET)
• VOIP
• High-Speed Internet Access
• Wireless
• Experien…