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Technician
at MTS in Edmonton, AB, CANADA
Accountability/Position Summary
The Tech III position provides technical support for UC/WAN/LAN network infrastructure, including diagnosing, troubleshooting, and revolving incidents identified by the customer and/or remote monitoring tools.
This position is an integral point in the delivery of services to internal and external clients. The individuals in this position must demonstrate the highest level of customer focus in all their interactions.
Key Responsibilities
• Provides technical support to customer’s UC/WAN/LAN networks including incident management, configuration management, change management, problem management, and performance management
• Provide leadership for the Technical support team
• Acts as an escalation point for operations support group on major failures and technical issues
• Vendor Management - ensure that constant communication is maintained with the manufacturer, to identify and to take a proactive approach in servicing the client base. This includes the development of programs and tools to communicate new procedures, software notices and potential issues to the field services team
• Alternates responsibility with other Technicians for Level 1 escalations on off-hours (includes carrying a pager and working evening shifts)
• Supports new customer installs
• Reviews, refines and enhances tools and processes used to monitor and manage customers’ UC/WAN/LAN infrastructure, adhering to industry best practices
• Interfaces with other departments to ensure processes are being followed and/or reviewed
• Provides status updates on a timely basis, including root cause analysis and problem resolution procedures
• Inputs complete and accurate and updated information on customer files
Specific Functional/Technical Knowledge and Skills
• Demonstrates extensive experience in implementing, operating, configuring, and troubleshooting
• Proven working knowledge of Telco Megalink and T1 functionality as well as networking PBX’s and voicemail systems
• Demonstrates working knowledge in Nortel PBX platforms, Mitel PBX platforms, Nortel Mermail, Call Pilot and/or Mitel Mail
• Proven working knowledge on IP applications
• A comprehensive working knowledge of computers, computer OS, computer networking, LAN/WAN and internet protocols
Other Skills/Competencies/Attributes
• Proven customer service and conflict management skills
• Strong analytical and problem solving skills
• Flexible-able to deal with major events, conflicting priorities, customer escalations
• Team player able to work with internal and external groups
• Innovative and able to work in a fast paced environment with constantly changing conditions
• Strong time management skills, able to prioritize and meet deadlines as required
• Strong communication skills (oral and written)
• Proven experience in performing a lead role in managing and resolving escalated customer service issues, including communication and expectation setting with internal stakeholders
Education & Certification:
• College degree or equivalent experience
• CCNP minimum, CCVP preferred
Experience:
• 3-5 years experience in working as a technician in a telecommunications field
• 3-5 years experience in a customer service field
• Experience in operational/support environment, especially managed/outsourced services
Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
The Tech III position provides technical support for UC/WAN/LAN network infrastructure, including diagnosing, troubleshooting, and revolving incidents identified by the customer and/or remote monitoring tools.
This position is an integral point in the delivery of services to internal and external clients. The individuals in this position must demonstrate the highest level of customer focus in all their interactions.
Key Responsibilities
• Provides technical support to customer’s UC/WAN/LAN networks including incident management, configuration management, change management, problem management, and performance management
• Provide leadership for the Technical support team
• Acts as an escalation point for operations support group on major failures and technical issues
• Vendor Management - ensure that constant communication is maintained with the manufacturer, to identify and to take a proactive approach in servicing the client base. This includes the development of programs and tools to communicate new procedures, software notices and potential issues to the field services team
• Alternates responsibility with other Technicians for Level 1 escalations on off-hours (includes carrying a pager and working evening shifts)
• Supports new customer installs
• Reviews, refines and enhances tools and processes used to monitor and manage customers’ UC/WAN/LAN infrastructure, adhering to industry best practices
• Interfaces with other departments to ensure processes are being followed and/or reviewed
• Provides status updates on a timely basis, including root cause analysis and problem resolution procedures
• Inputs complete and accurate and updated information on customer files
Specific Functional/Technical Knowledge and Skills
• Demonstrates extensive experience in implementing, operating, configuring, and troubleshooting
• Proven working knowledge of Telco Megalink and T1 functionality as well as networking PBX’s and voicemail systems
• Demonstrates working knowledge in Nortel PBX platforms, Mitel PBX platforms, Nortel Mermail, Call Pilot and/or Mitel Mail
• Proven working knowledge on IP applications
• A comprehensive working knowledge of computers, computer OS, computer networking, LAN/WAN and internet protocols
Other Skills/Competencies/Attributes
• Proven customer service and conflict management skills
• Strong analytical and problem solving skills
• Flexible-able to deal with major events, conflicting priorities, customer escalations
• Team player able to work with internal and external groups
• Innovative and able to work in a fast paced environment with constantly changing conditions
• Strong time management skills, able to prioritize and meet deadlines as required
• Strong communication skills (oral and written)
• Proven experience in performing a lead role in managing and resolving escalated customer service issues, including communication and expectation setting with internal stakeholders
Education & Certification:
• College degree or equivalent experience
• CCNP minimum, CCVP preferred
Experience:
• 3-5 years experience in working as a technician in a telecommunications field
• 3-5 years experience in a customer service field
• Experience in operational/support environment, especially managed/outsourced services
Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
Published at 09-03-2010
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