VoIP Help Desk Tech 1 York Telecom
THIS JOB HAS EXPIRED Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : Some College Coursework Completed
Skill : Information Technology -> Telephone / Voicemail System, Telephony, User Support Skills
Customer Service -> Call Center, Phone Support
Category : Customer Support/Client Care
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you.Our philosophy is clear: Simplify. Innovate. Connect.
We are seeking a Help Desk Tech to provide Voice over IP (VoIP) Help Desk Support of Nortel provided hardware and software to approximately 1,200 locations through remote technology support for Client. This shifts will be 7:00 AM ? 3:30.
Job Roles & Responsibilities:
Answer support phone calls from end users, system administrators, network and factory specialists with regards to the operation of VoIP network. Perform initial diagnostic evaluation, address basic technical issues and provide end user education / instruction.
Troubleshoot configuration and application issues.
Resolve issues within the scope and control of the position.
Refer issues that are not remotely solvable by the technician to the appropriate team resource for resolution.
Provide guidance to end users in procedures and policy for the administration and security of the Nortel provided hardware and software
Track, status, inform and escalate tickets as necessary to ensure compliance to all service level agreements (SLA?s) and expectations of Client
Provide prompt and accurate services with regards to on demand tasking, such as data analysis, ticket trending, or status reporting as defined by the client, and within the domain of the position?s capability to accomplish.
Perform other related duties as assigned
Job Requirements :
Skills & Abilities:
Customer service oriented, positive / can-do attitude
Strong communications skills both written and oral, including remote customer support via technology and through use of the telephone.
Ability to create clear and accurate documentation of activities through trouble logs, trouble ticket systems, and through use of EMAIL technologies. Ability to provide clear and concise client support with regards to operation of the VoIP technology, as well as best practice instructions to end users.
Maintain a working understanding of networks / IP skills
Provide clear explanation of technical related issues to non-technical users, and coach through basic technical troubleshooting and resolution steps.
Demonstrate a strong organization and prioritization skills, including pro-active tracking of open issues.
Team player; with demonstrated willingness to learn and progress
Education & Qualifications:
Proficient knowledge of MS Office, Windows 2000 / XP, Email and Internet navigation.
Aptitude for technology, including demonstrable understanding of VoIP technology.
Understanding and experience in support of IP data applications and end user support.
A BA or equivalent experience in a technical subject is desirable, but not necessary
Any industry qualifications, particularly experience directly with Nortel or VoIP technology, is highly desirable.
2 years experience in technical help desk support, or a related equivalent type of position, is required.
Experience in use of a trouble ticket system is desirable.
Remedy experience is preferred.
Potential for overnight travel is possible, however, position is primarily based out of Baltimore, MD.
Requires extensive sitting for periods of time
Ability to lift objects up to 25 lbs.
Limited night and weekend work may be required
Must be willing to complete and pass background checks and/or drug screen as required by current or future contracts
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
Offer Relocation : No
||Baltimore, MD |
THIS JOB HAS EXPIRED