Help Desk Technician

About Us:
 TELCOM Systems LLC is a family-owned video, voice, and data provider serving multi-dwelling unit (MDU) communities and commercial properties across Virginia. As our portfolio expands, we're looking to expand our networking team with a new Customer Service Representative/ISP Network Representative. This role will work closely with our customer service team to ensure seamless service delivery.

Job Description: 
We are seeking a dedicated and skilled Help Desk Technician to join our telecommunications team in Virginia Beach, VA. The ideal candidate will be responsible for customer support and troubleshooting telecommunications equipment and services.  If you have a passion for technology and enjoy working in a dynamic environment, we want to hear from you!

This is an on-site only role. There are no remote or hybrid work options.

Key Responsibilities:

• Customer Support for telecommunications systems and equipment, including routers, switches, and fiber optics.
• Communication Communicate clearly and effectively via telephone and electronically through email and subscriber management software with our customers and co-workers.
• Perform troubleshooting and diagnostic procedures to resolve network and service issues promptly while interacting with customers.
• Provide exceptional customer service by communicating effectively with customers and addressing their concerns, helping with their accounts and any billing challenges they may have.
• Maintain accurate records of services performed, ensuring adherence to safety protocols and company policies.
• Stay up to date with industry developments, technologies, and best practices to support continuous improvement.
• Flexible Schedule: Be available to work some evenings and weekends as needed.
• Work with upper management in any tasks that they assign
• Adaptability: Adapt to the flexible nature of this position by managing both new and existing systems across various networking platforms and techniques, while effectively communicating with and understanding the demands of our customers.

Requirements:

• High school diploma or equivalent; technical degree or certification in telecommunications or a related field preferred. College degree a plus. 
• Previous experience in networking, telecommunications, Voice over IP systems, or related fields is a plus.
• Strong technical aptitude and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Self-Motivation: Ability to learn new and existing systems, technologies, and distributions independently.

Drug-free workplace/EOE