What are the responsibilities and job description for the Telecom Technician position at Powernet?
Description
Who we are
Behind every one of our solutions is our greatest asset: our people. At Powernet, we are driven in our individual roles and by our collective goals – both in our work, and in the community. Through our collaborative working mindset and spirit of innovation, Powernet offers a welcoming work environment that aligns professional and personal growth with real business results, a combination that can benefit anyone looking to take the next step in their career.
Who you are
You have a strong background in telecommunications technical support and troubleshooting. You thrive on solving complex technical issues with efficiency and professionalism, ensuring network reliability and exceptional customer experiences. You're eager to grow your expertise through hands-on training and mentorship from seasoned technicians and engineers, continually expanding your technical skill set.
Responsibilities
? Support and promote the mission, values, and principles of Powernet.
? Provide 1st level technical support to customers - diagnosing and resolving
telecommunications issues related to voice services.
? Efficiently manage and prioritize assigned tickets, ensuring timely resolution and
proactive communication with customers regarding ticket status.
? Work in close collaboration with the team to identify when to escalate tickets to our Voice
Engineering department.
? Monitor network alarms and proactively troubleshoot problems to maintain network
reliability.
? Perform basic troubleshooting of the voice/SIP suite of products offered. This includes
SIP DIDs, Digium, Avaya, Allworx, toll-free numbers, and Genesys voice services.
? Demonstrate a solid understanding of IP networking concepts.
? Collaborate with Tier 2 technicians to learn further about complex issues.
? Generate reports as requested and analyze data to identify trends and potential issues.
? Perform voice routing file uploads as needed.
? Maintain accurate records of troubleshooting steps and solutions within the ticketing
system.
? Have the ability to dispatch in the Cincinnati area to resolve Telco-related issues.
? Participation in a rotational on-call schedule, including nights, weekends, and holidays, is
required.
? Perform other duties as assigned.
Requirements
Qualifications:
? Demonstrated ability to troubleshoot technical issues with an introductory level of
proficiency.
? 2 years of experience in Telecom/SIP environment preferred
? Ability to effectively identify when issues require escalation to Tier 2 support.
? Proficiency in using Google Suite and general computer skills.
? Understanding of Powernet's products and services.
? Excellent customer experience, communication, and interpersonal skills.
? Strong analytical and problem-solving abilities.
? Understanding of service request ticket flow and logistics processes.
? Ability to work independently and as part of a team.
Salary : $42,000 - $50,000
