Technical and Voice Support Analyst

A telephony technology engineering firm is expanding and has an opportunity for a Technical and Voice Support Analyst who can provide technical support and guidance to the Field Technicians performing installations at the client site and support to the clients throughout the U.S. This will involve delivering best practices to continue the companys goal of delivering exceptional solutions.

This companys deep industry knowledge and expertise of telecommunications wireless IT video and mobile network provides their clients a wide range of technology services. They are also providing solutions to companies to follow the FCC mandate initiatives.

Duties/Responsibilities:

• The ideal candidate will have technical experience IT Support or Help Desk experience. The position involves supporting Field Technicians onsite and offsite performing telecom installations and resolving technical issues related to VoIP and routers.
• As first line response to Field Technicians requires resolution of issue or escalation to senior management and following through to conclusion or next steps.
• Resolves tickets representing staffgenerated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Requires experience with troubleshooting hardware software and voice issues.
• Maintains system compatibility by testing computer components used in the field.
• Identify customer needs and help customers use specific features.
• Assigns tasks to engineering and technical personnel.
• Requires excellent communication skills both verbal and written as well as strong documentation and followup skills.
• Will be contributing to Knowledgebase as well as creating and administering oneonone training small groups and companywide.
• Update internal databases with information about technical issues and useful discussions with field techs and clients.
• Strives to improve efficiency and sustainability of processes and product designs and to reduce waste.
• Maintains customer rapport by listening to and resolving concerns and answering questions by asking targeted questions to quickly understand the root of the problem.
• Communicates technical information to nontechnical stakeholders including investors and potential customers.
• Assures that processes meet quality and safety compliance guidelines.
• Collaborates with other team leaders and departments.
• Forges and maintains relationships with suppliers and customers.
• Develops and manages information to support corporate decision making.

Required Skills/Abilities:

• Strong work ethic interpersonal and customer service skills.
• Ideally handson experience with business telecom site surveys installations and solving complex problems. Strong knowledge of sector technology and processes.
• Proven work experience as a Technical Support Engineer Desktop Support Engineer or IT Help Desk Technician or similar role.
• Handson experience with Windows/ Linux environments and handling voice issues.
• Strong verbal and written communication skills and conflict resolution skills.
• Critical and strategic thinking; strong analytical and problemsolving skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a highpaced and at times stressful environment.
• Flexible thinking including the ability to pivot and try new approaches when faced with challenges.
• Organizational planning and documentation skills.
• Maintains highlevel expertise in field or sector.
• Proficiency using presentation software to explain complex information to nontechnical management personnel and other stakeholders.
• Ability to work on multiple projects in various stages simultaneously.
• Proficient with MS Office (Word Excel Outlook) advanced spreadsheet skills and related applications.

Education:

• Bachelors degree in technology/ telecommunications management information systems or related field or equivalent related experience

This position is hybrid mostly in the office and remote as the business unit requires with planned intervals.