Telecom Engineer

Telecom Engineer Tier One

The Telecom Engineer Tier One will act as the primary point of contact for customers. Duties include responding to technical issues as they arise by documenting incident details, responding to requests, initiating customer contact, escalating to appropriate parties, and resolving incidents. All work is performed from our office. This is not a remote field tech position.

Knowledge, skills and abilities include:

• Ability to adapt to advancing technologies and procedural changes.
• Basic understanding of the Microsoft Windows environment.
• Basic understanding of the Microsoft Office environment.
• Be able to give instructions over the phone to people of all skill levels.
• Be polite and patient with customers on the phone. Ability to quickly interpret, diagnose, and respond to problems within a highly dynamic, technical environment.

Daily duties will consist of completing trouble tickets of various tasks, including but not limited to, voicemail password resets, troubleshooting trunk lines, troubleshooting issues with analog, digital and IP phones, working with field techs to resolve issues, and performing voice cuts with telephone providers.

Qualifications include:

• Experience with Mitel SX-200, Mitel MiVoice Business (3300, 10.3/10.4), Mitel MiVoice Office (400/470) required.
• Phone Suite and 3CX. Phone Suite Voiceware is a plus, but it is not required. Training will be provided.
• Tech needs at least an Associates degree in Computer Networking or previous job experience.

Full-time position, 40-hours per week, 8:30am – 5:00pm Monday – Friday. Rotation of after-hours on-call for 24/7 emergency support.

Note:

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, Safety Net Access reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technological developments).