Telecommunications Technician I

Class Title

Reports To: Infrastructure Manager
Class Features
Telecom Technician provides advanced technical support for telecommunications and VoIP phone systems.

Duties

Work Performed
Under the general supervision of the IT Infrastructure Manager, this position is will act as a primary point of contact for customers responding to telecommunication issues as they arise by documenting incident details, responding to requests, initiating customer contact, resolving incidents and/or escalating to the appropriate entities.
Must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be highly motivated self-starter and provide quality customer support. Must have a solid technical background combined with proven customer service experience and a proficient management background.
These duties and responsibilities include:

• Complete trouble tickets of various tasks including but not limited to voicemail password resets, troubleshooting trunk lines, troubleshooting issues with analog, digital, and IP phones, working with Support Specialists to resolve issues, and performing voice cuts with telephone providers.
• Troubleshoot technical problems, setting up configurations, escalating with telecom carriers, and handling all escalations from Tier 1 support.
• Maintain the voice and data networks in support of all phone systems, call management systems, and accompanying voice systems.
• Support the implementation of voice development plans and implement projects in accordance with the stated business strategy.
• Verify service by testing circuits and equipment, identifying, correcting, or escalating problems.
• Use appropriate diagnostic equipment to test and repair telecommunications circuits and systems.
• Troubleshoot and provide second-level support for all customer phone issues.
• Document all required information into the ticketing system.??
• Document, review, and improve existing or new procedures and workflows.
• Evaluate documented resolutions and help contribute to the Knowledge Base.
• Participate in ongoing personal training and attainment of technical certifications.
• Perform other duties as assigned.

Minimum Qualifications

• Associates degree in Electronics Technology, Telecommunications Technology or related field and 3 years of experience in telecom tech support, networking or hardware, such as switches, routers, phone systems, etc. Any equivalent combination of education and experience is acceptable.
• Experience and/or certification in one or more of the following:
  • Relevant voice, video, or data technologies.
  • Cabling, installation of racks, computer, data and voice equipment.
  • Computer-related power cabling, including UPS systems.
  • IP telephony systems.
  • Remote access systems, including VPN and modems.
  • Diagnostics equipment, including cable tester, voltmeter, OTDR, and other related tools.
• Knowledge of fiber optic and copper cable terms and concepts.
• Knowledge of TCP/IP protocols and VoIP.
• Proficient in the installation, maintenance repair and use of various types of communications systems.
• Candidates with experience in municipal government strongly preferred.

ADA Compliance
Physical Requirements:
Physical Ability: Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (30-40 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Some tasks require visual perception and discrimination.
Environmental Factors: Tasks are regularly performed without, but may have some exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, toxic agents, violence, disease, or pathogenic substances.
Normal Promotion Path
Any higher class or level for which eligible and qualified.

The City of Shreveport offers many benefits including vacation and sick leave, health, dental and vision insurance, 10 paid holidays per calendar year and long term disability.