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Job Information
Job title

Technician IV, Network Svcs

Company intConfig
Wage between $0.00 - $0.00 Hourly
Location United States, North Carolina, Charlotte
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 6/4/2008
Description
Dimension & Scope:

Receiveanalyzemonitor and resolve PCtelephoneand network problems in a timely fashion with little or no guidance from supervisor.

Principal Duties and Responsibilities:

Assist all end users with general computer operation and desktop application software questions and problems.Troubleshoot end user PC problems of all complexity, often requiring in-depth examination of underlying PC, OS, configurations, application software and extensive research.Responsible for troubleshooting applications conforming with protocol layers with the appropriate applications group to troubleshoot and resolve.Basic Server administration to include user account administration, backups, and non complex application software administrationSystem administration and programming of Voice PBX and adjuncts, including day to day installation of phone sets, moving extensions, configuring call appearance, and setting up voice mail. Install and maintain customer provided equipment at a component level (i.e. modem, circuit pack).Ensure that peripheral ACD/PBX applications are working appropriately (i.e. VRU, Predictive Dialer, Voice Mail, and CMS).Schedule and complete any hardware and or software upgrades to ACD and PBX switches.Install and maintain facility wiring infrastructure .Analyze symptoms for accurate isolation of customer and network problems.Identify and resolve customer access issues.Assist data network group in problem analysis of intermediate network problems. Enough knowledge to independently troubleshoot basic problems and resolve some.Supervised installation and maintenance of CSU/DSU for data connectivity, modems, data switches, voice and data multiplexing equipment and circuit and station circuit packs on the PBX and ACD switches.Maintaining an accurate inventory of all hardware and software.Actively contribute to departmental troubleshooting and support databases.When Technician IV is senior tech at site, initiate appropriate change control communication. Provide leadership to other Technicians in managing events in a control center environment; act as mentor to Technician III and below.Provide end user departments with system pricing and ordering assistance as required and initiate order activity with vendor via corporate purchasing.Coordinate system level, complex, or integrated installation, maintenance and order activities with vendors.Coordinate with external clients for new install or changes to project technical infrastructure.Determine priority of action based on severity of service disruptions and respond appropriately.Perform preventative maintenance and safety inspections of assigned equipment.Refer high level escalations and emergency restoral actions to supervisor and lead techs. Solve complex technical problems exercising initiative and judgment. Provide on-call technical support via pager as required.Work Vantive trouble tickets and service requests as assigned by manager.Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required. Resolve problems through interaction with internal and external groups as needed.Overtime may be required with little or no notice.

Education & Professional Certifications:

Associate’s Degree in related technical discipline, OrTwo years relevant Convergys experience, OrExternal hire with 2 years relevant experience.Note: Relevant experience is generally expected to include 2 or more years working with, and supporting, Windows 98/NT and Microsoft Office on desktop and server computers in a LAN environment

Candidate Profile:

Multi-task and maintain composure in stressful and demanding work environment.Exercise flexibility and resourcefulness in challenging and /or perplexing situations.Proficiency with various software applications such as Microsoft Word and ExcelGood technical aptitude and analytical skillsMust possess good interpersonal, organizational, time management, judgement, and decision-making skills.Strong oral and written communication skillsAbility to manage multiple tasksDetail and customer service orientated

Environment, Physical & Other Requirements:

NAdf-tc

Experience/Skills
See above

Other desired skills:
Technician IV, Network Svcs
This job has expired.