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Form of workJob Description
Responsible for supporting NEC PBX technology, infrastructure, systems, equipment, help desk, and facilities by identifying problems and issues. The NEC PBX Technician role is the first line of customer interface. Competencies for this role are usually gained through specialized or on-the-job training.
TIER 2 DESCRIPTION
Typical functions listed below are examples of work performed by positions in this role and are not intended to be all-inclusive. Some duties may overlap levels; however, the preponderance of the work will be assessed when assigning positions to specific levels.
Receives trouble communications, research, and diagnoses problems.
Tasks vary from day to day; decides how tasks are completed within established policies and procedures.
Work is reviewed for accuracy and overall acceptability.
Non-routine tasks and security concerns are referred to higher level.
Research and diagnoses end user or system issues by performing local and remote testing and partners with internal/external support to help find resolution.
Provides skilled installation such as new equipment configuration and installation of software.
Identifies security concerns and elevates to appropriate level.
Trains users on basic operation of NEC telephony devices and system administration.
Monitors equipment and status of systems and completes system backup.
Records information in Momentum maintained databases.
KNOWLEDGE, SKILLS, ABILITIES
Listed below are the minimum requirements for this role. Knowledge, skills, and abilities will become more advanced as the level increases and will vary depending on the requirements of the position.
Knowledge of computer operations.
Customer service skills.
Problem solving and critical thinking skills.
Record keeping skills.
Ability to analyze problems and explain or implement solutions.
Ability to follow and understand written and oral instructions.
EDUCATION/EXPERIENCE
Requires a high school diploma or GED and one year of relevant experience or equivalent combination of education, training, and experience.
LICENSES/CERTIFICATION
Applicable certifications to be gained on the job.
NEC SV9100 Basic & Advanced Certification
NEC SV9300 Basic & Advanced Certification
U4730 Voicemail Certification
