Engineer - Telecommunications
2 months ago
- Review, prioritize, and manage daily tickets related to telecommunication issues.
- Ensure timely acknowledgment and response to all incoming tickets.
- Document all actions taken and resolutions provided in the ticketing system.
- Service Now and Preferred
- Analyze and triage problems to determine the root cause of telecommunication issues.
- Collaborate with relevant teams to gather necessary information for accurate diagnosis.
- Categorize issues based on severity and impact on operations.
- Develop and implement effective solutions for identified telecommunication problems.
- Escalate complex issues to higher-level support or external vendors when necessary.
- Verify resolution and confirm problem closure with stakeholders.
- Maintain detailed records of all activities, resolutions, and communications.
- Generate regular reports on ticket status, trends, and recurring issues.
- Provide recommendations for improving telecommunication processes and reducing recurring problems.
- Communicate effectively with internal teams, management, and external vendors.
- Participate in regular meetings to discuss ticket trends, system performance, and improvement strategies.
- Provide training and support to staff on telecommunication systems and best practices.
- Two (2+) years of professional experience
- Proven experience as a Telecomm Engineer or in a similar role.
- Strong knowledge of telecommunication systems, networks, and protocols.
- Proficiency in using ticketing systems and diagnostic tools. (Service Now and Preferred)
- Preferred knowledgeable and experienced telecom tech with experience NEC, Mitel, Avaya, Percipia)
- Priorities for body of knowledge:
- Mitel - Top
- Avaya - 2nd
- Percipia - 3rd
- NEC - 4th
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