The Telecom Technician is responsible for performing a wide variety of routine duties and projects related to and in direct support of Ascend One telecommunications systems and functions. Performs a variety of technical and support duties related to all areas of Telecom Operations (including InterVoice IVR, Cisco ICM and Aspect ACD systems). Takes work direction from the Telecom Engineers and Director.
Essential Duties & Responsibilities •Program IVR using C-Sharp (C#), C++ and Smalltalk. •Administers Cisco ICM and Aspect ACD Systems. Performs cross-connects of all peripherals. •Collaborates in the entire process of agent configuration and move, add, and change (MAC) order process in various peripherals by setting up new users and relocating existing users with telephone extensions, calling features, voice mail and access codes. •Maintains the Ascend One agent databases and conducts periodic audits with Work Force Management to ensure agent data is correct. •Works with inside and/or outside facilities for all cable needs including new cable installs, termination, connections, and splicing. •Ensures proper documentation of system configurations associated with assigned service requests. •Provides telephone desktop support by issuing headsets, replacing malfunctioning phones, configuring CTI desktop settings and splits jacks. •Identifies, recommends, and implements continuous process improvement to improve work efficiencies. •Receives work via Technology Sr. Director, Telecom Director, Service Request Forms and/or Help Desk tickets. •Provides backup support for PC Technicians as needed. •Performs other related duties as required.
Knowledge, Skills & Abilities (Minimum Requirements) •Knowledge of computer programming required. Experience with C-Sharp (C#), C++ and Smalltalk is preferred. •Familiarity with agent administrative practices is preferred. •Working knowledge of Microsoft Excel required; knowledge of other MS Office products preferred. •Knowledge of PBX, Voice Mail, ACD systems management, IP and cellular technology is preferred. •Excellent verbal and written communication skills. •Excellent spelling and grammar skills. •Strong analytical skills to be used to analyze, problem-solve and implement solutions. •Excellent problem solving skills. •Ability to write routine reports and correspondence. •Proven ability to work independently and with minimal supervision. •Proven ability to troubleshoot. •Good math skills.
Education & Experience (Minimum Requirements) •Completion of Computer Science or similar college degree program •Minimum of six months in a technical support role, such as telecom, computer programming or engineering is preferred; Experience with scripting languages preferred. •Experience and/or knowledge of usability issues and methodologies preferred. •Some experience and/or knowledge of contact center telecom call routing preferred. •Other relevant education and/or experience may be substituted.
