plans, evaluates, and coordinates installation and/or reconfiguration of hardware and software elements of data and/or voice communication network. Designs, develops, and tests of telecommunications software solutions. Provides customer training of the telecommunications features and functionality. Familiar with a variety of the of the Telephony and Cisco VoIP fields concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected. Maintains hardware inventory for phone systems. Provides telecommunications support to the facility and other sites, performing work as requested by management. Works with long distance and local vendors to coordinate installation of services including 800 numbers services, phone lines, etc. for local and other sites. Seeks out new systems, procedures and software for customer services that will enhance current capabilities. Provides support for areas outside of Customer Service, when appropriate. Performs other duties and assigned tasks as reasonably requested or required by management.
Cisco phone support including software and hardware repair and installation utilizing Remedy ticket system for the Forest Service.
Work assigned Remedy on Demand tickets from customer database system. Follow the internal processes setup to guide the technician through the customer’s Statement of Work requirements.
Designs, develops, and tests of telecommunications software and hardware solutions.
Provides customer training of the telecommunications features and functionality.
Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals.
May lead and direct the work of others. A wide degree of creativity and latitude is expected.
knowledge, reviews, analyzes, evaluates and maintains an organization's telecommunications and data network systems.
Relies on extensive experience and judgment to plan and accomplish goals.
Responsible for promoting, improving, maintaining and supporting all telecommunications services and/or system.
Ensures that all software including network control programs satisfy the communications needs covering both the hardware and software installed.
Develops or assists in the development of standards for carrier service and equipment. Prepares or ensures that appropriate telecommunication documentation exists, including operational instructions.
Provides regulatory monitoring and voice network analysis regarding short and long range planning for in house systems.
Serves as a liaison to users, departments and vendors by providing the expertise on all aspects of telecommunications services and systems used throughout the organization.
Assists and/or leads in all service / system upgrades while being a team player involving telecommunications and networking projects. Performs analysis in determining business process improvements utilizing the telecommunication systems.
Provides hands-on assistance involving troubleshooting and diagnostic support for all related systems, equipment failures or service issues.
Participates in developing the architecture of the organization’s external communication components.
Research and recommends available and emerging voice, data and video communication technologies to recommend future implementations.
Provides guidance and work leadership to less-experienced analysts. May review the work of others and can detect errors or needed modifications. Works closely with network administrators on communication and connectivity projects and maintenance.
Uses knowledge of current systems to promote beneficial capabilities and leverage use of the system's features.
Installs and tests communication equipment at customer sites and locations as well as setup test labs in a virtual setting.
Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required.
Work in multiple different databases for the customer ticketing system as well as internal databases used by the program and corporate.
Strong communications skills across all types of communication channels (phone, email, text messaging, chat sessions) to be used for both the customer and team needs.
Can use past, current and upcoming technology (hardware and software) in a virtual setting.
Other tasks assigned to meet the needs and SLAs set by the contract and internal program processes.
Knowledge & Experience: ◦ Typically has a University Degree (BA/BS) or equivalent experience and minimum 5 years of related work experience.