Telecommunications Specialist

FirstPRO is seeking a Telecommunications Support Technician for a 3+ month contract with our customer, paying up to $30/hr based on experience. This is an on-site position and will require travel to other regional work sites. The Telecommunications Support Technician will be responsible for overseeing telecommunications and the configuration of the Nortel and Cisco phones for upcoming moves and openings. Travel would occur throughout the greater Philadelphia and interior South Jersey area.

Daily Responsibilities:

• Performs advanced IS End User Device (EUD) support functions, acting as a subject matter expert in at least 2 key EUD functions with minimal supervision.

• Using available support tools and technologies provides advanced problem resolution and proactive problem direction.

• Serves as the onsite desktop subject matter expert for the IS Department and acts as a liaison where needed between the client community and the rest of the IS Department.

• Initiates problem bridge lines and functions as the problem coordinator during scheduled and unplanned downtime events both during and after hours.

• Serves as the EUD Subject Matter Expert during project Planning and go-live events to prepare for operational transitions.

• Leads in the development, testing and implementation of EUD standards, processes, and systems required to deliver consistent high quality customer service.

• Key criteria are SLAs responsiveness, problem avoidance and management, cost effectiveness and standardization.

• Manages the demands of multiple constituencies, defines priorities, and sets appropriate expectations as well as strong organizational qualities in all aspects of work, including coaching and guiding Level I and II staff.

Candidates should be well-versed in the following areas: Cisco Call Manager, Cisco Unity Connection, Nortel Option 11 / CS1000, Nortel SL100 / CS2100, PBX support, and Wiring standards (punch downs).

Qualifications:

• Minimum 3-5 years of experience providing EUD support, Service Desk support or equivalent experience/knowledge

• Able to perform effectively with little direct supervision

• Customer service-oriented team player with excellent communication, documentation, organizational, problem solving, written and verbal skills. Must have the ability to develop, test and document technical steps and procedures.

• Ability to utilize systems analysis techniques and procedures to determine proper hardware, software, or system functional specifications

• Ability to understand, analyze and resolve problems, while on the phone or on-site with user.

• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking, and telecommunication hardware, etc. Working knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing, and compliance; deployment and upgrading; features and functionality.

• Ability to analyze and solve technical problems by investigating, developing, and implementing potential solutions using troubleshooting skills

• Working knowledge of the TCP/IP protocol suite.

• Must have the ability to work in a high-pressure fast paced environment.

• Must have the ability to workday shift, nights and/or weekends when needed.

• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred.

• Ability to manage the demands of multiple constituencies, define priorities, set appropriate expectations as well as strong organizational qualities in all aspects of work including coaching and guiding Tier 1 EUD technicians, Service Desk Analysts, and contractors.

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills

• Must be familiar with standards and trends in the industry in relation to EUD technologies and related IT practices, policies, and processes.

• Certifications include A+, ACSP, CCNA, MCP, and MCSA. Any of these would be a bonus. Preferred Licenses/certificates/registrations: Cisco, Nortel, Panasonic, Hard phone models and soft phone models, etc

Job Types: Contract, Full-time

Pay: $28.00 – $30.00 per hour

Schedule:

• 8 hour shift

Work setting:

• In-person

Ability to commute/relocate:

• Philadelphia, PA: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Work Location: One location