Telecommunication Support Specialist

4 weeks ago

Washington, Washington, D.C., United States Serigor Inc. Full time
Job Title: Telecommunication Support Specialist

Job Description:

Serigor Inc. is seeking a highly skilled Telecommunication Support Specialist to join our team. As a Telecommunication Support Specialist, you will be responsible for providing critical support functions for our clients, encompassing both wireless and landline technologies. This role involves planning, organizing, directing, and coordinating daily telecommunications services functions.

Duties to Include:

Supports in planning, organizing, directing, and coordinating the daily telecommunications services function of EOM agencies.
Assist in the receiving, inspecting, and verification of telecommunication equipment and supplies.
Issue equipment and meticulously update records in the inventory management system.
Prepare and coordinate the scheduling of equipment deliveries to users; manage returns of equipment efficiently.
Provide comprehensive support and assistance to agency personnel and technicians as needed.
Prepare and schedule requests for telecommunication services both (landline & wireless), equipment, and trouble tickets using the ServiceNow ticketing system.
Coordinate site surveys for telecommunication services through the ServiceNow ticketing system.
Stage equipment for fulfillment of work orders; procure replacement stock when necessary; maintain accurate inventory records.
Maintain precise databases containing telephone numbers, circuit information, and end-user assignments.
Acquire proficiency in various administrator portals, both internal and external, to enhance workflow efficiency.
Conduct periodic audits to ensure data accuracy and optimize resource utilization.
Troubleshoot wireless device issues with end-users and vendors.
Assist in determining customer requirements and propose solutions using your telecommunication knowledge.
Provide or arrange specialty training for system users as needed.
Uphold and support high customer service standards in resolving equipment/service problems, work order planning, and scheduling.

Professional Qualifications:

Proven experience in telecommunications sales or service.
Comprehensive knowledge of telecommunication products, including wireless and landline technologies.
Proficient in using ServiceNow, with a strong understanding of work ticketing systems.
Demonstrated commitment to excellence in customer service.

Minimum Education/Certification Requirements:

A bachelor's degree or substantial equivalent experience in a related field.

Skill Requirements:

Up-to-date knowledge of current technological developments and trends in the designated area of expertise.
Demonstrated excellence in customer service, coupled with the ability to meet multiple deadlines.
Comprehensive understanding of telecommunications systems and services, encompassing features, design, and performance/quality standards.
Proficient record maintenance skills.
Analytical capability to interpret customer needs and provide appropriate solutions.
Effective organizational skills for resource management and priority establishment.
Strong interpersonal and communication skills, with the ability to collaborate effectively with diverse constituencies in various organizations.
Proficiency in using Windows-based office applications and database software.
Capability to develop and implement standard operating procedures.
Effective communication skills, both oral and written.
Proficient in gathering, compiling data, developing information, and preparing reports.
Basic knowledge of government procurement rules and regulations.

Experience Requirements:

A minimum of 3 years of relevant experience in the duties listed above.

Skills:

Performs general clerical duties to include but not limited to: photocopying, scanning, faxing, mail distribution and filing.
Coordinates and maintains records for staff office space, phones, company credit cards and office keys.
Maintains Outlook calendar(s) in current and accurate status.
Coordinates meetings and conference calls as needed or anticipated.
Answer phones promptly and uses good judgment to prioritize the distribution of messages in a timely manner.
Timely follow-up of priority orders and delivery appointments.
Data entry, file maintenance, and scanning.
Ability to juggle multiple administrative projects with superb accuracy.
1-3 yrs developing, drafting, writing and editing reports and other documents.
Bachelor's degree or equivalent experience.

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