Telecommunications Technician 

Working knowledge of Information Technology systems and practices – LAN/WAN, Internet Protocols, VoIP, POTS, Key Systems, PBXs, Video, Firewalls, Routing and VPN 

Hands on experience programming of PBX, Key and VOIP systems. Ability to provide changes and installations of desktop phones. 

Work with voice and data cable management systems within buildings. Which includes but not limited to, riser cables, fiber, cat 5&6 cables, coax. Ability to test and correct end to end cable issues 

Knowledge of Microsoft Office and computer software products – Word and Excel 

Monitors the operation of telecom (PBX/VOIP/Key Systems/POTS/T1s/PRIs) systems, performs tasks relating to telecom operations, installation, and/or maintenance for local, offsite and/or remote location phone systems 

Assists with the coordination and delivery of telecom products such as Video, wireless, VoIP, POTs, fiber, Telecom solutions to office and department locations. 

Develop and maintain accurate documentation 

Actively participate in Technology, Daily, Quarterly and Annual planning sessions for current and future technology planning, architecture improvements and strategy sessions. 

Manage Customer Adds, Moves and Change requests timely to meet defined IS department SLAs. 

Work directly with clients, IT, and management personnel through phone, email, and case management system to troubleshoot and resolve customer reported telecommunications or network issues. 

Provide timely updates to end users with status updates of reported issues or projects. 

Triage issues related to phones, calling and call quality, password resets, internal and external connectivity issues. 

Proactively and appropriately respond to client requests. Take ownership of cases and see through to resolution to client’s satisfaction 

Work with various vendors and carriers to open and manage trouble tickets to resolution for both Hospital and community practices. 

Document and escalate more complex issues to higher level technical team members and management both internally and externally. 

Acquire and maintain current knowledge of universal telecommunications technologies, connectivity products and service offerings 

Remote and occasional Onsite Support of Clients VoIP, TDM, POTs service installation, Moves, Adds and Changes 

Properly document in ticketing software both call purpose and resolution 

Communicate with customers by phone and in person to receive orders for installation of services; add, change or change service; and address other service-related issues 

Verify accuracy and completeness of all new customer orders; enter orders into business systems with a high degree of accuracy 

Obtain CSRs from multiple LECs/CLECs to perform detailed audits of current services 

Act as liaison between Sales, Customer, Vendors, and Partners and works closely with Circuit Delivery, Provisioning, Service Activations Technicians and Field Service Technicians to ensure a smooth installation and activation 

Ability to work independently and in a professional manner in the office, at client site and at other locations 

Ability to communicate clearly and in a professional manner in person, on the phone and via written correspondence 

Other duties as assigned by management 

EDUCATION: High school education. Trade school preferred.

EXPERIENCE: Five (5) years Telecom experience required. T-1 license preferred. 

PHYSICAL DEMANDS/WORKING CONDITIONS: Works in strained positions, stoops, and climbs ladders.  Occasionally lifts heavy equipment.