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Responsible for identifying and resolving issues on the company’s Telecommunications Infrastructure. Directly communicate with customers in order to ensure timely resolution throughout the troubleshooting process. Collaborate with various departments to provide exceptional customer service.

JOB RESPONSIBILITIES

• Identify, troubleshoot, and resolve customer issues requiring knowledge of detailed systems and applications utilized by the Escalations team
• Direct end users through issue resolution including status reports and updates
• Utilize ticketing system in order to efficiently resolve customer issues and requests
• Prioritize the troubleshooting process and utilize proper tools in order to resolve customer issues
• Monitor and manage basic MACD (Moves, Adds, Changes and Deletions/Disconnects) requests for phone and data services – devising solutions for issues as they arise and following up with carrier and/or ISP (Internet Service Provider) to ensure services are delivered as ordered and completed on scheduled
• Provide on-site support as needed

MINIMUM Requirements

Education

• College level IT coursework

Certifications

• CompTIA IT Fundamentals (ITF+)

Experience

• Two (2) years of Telecommunications or related experience

Knowledge, Skills and Abilities

• Knowledge of Microsoft Outlook, Excel and Word
• Basic understanding of telephony infrastructure
• Knowledge of or experience in procurement of voice and data services
• Basic knowledge of MACD processes and procedures
• Basic understanding of Dispatch process
• Can interpret and follow management policies or operating practices
• Strong oral and written communication skills
• Time management proficiency
• Strong interpersonal and relationship-building skills, conducive to team development
• Works productively with minimal supervision; achieves work objectives in a timely manner; works to resolve routine problems promptly and effectively
• Responds positively and productively to new initiatives or changes in priorities.
• Self-starter

Work Conditions

Work Environment

• Work indoors the majority of time
• Infrequent traveling
• Professional Dress is required when in contact with families

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings as needed

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond “standard” hours as the need arises

Postal Code: 77019

Category (Portal Searching): Information Technology

Job Location: US-TX - Houston

Job Profile ID: C00933

Time Type: Full time