Telecommunications Support Technician II

2 weeks ago

Washington, United States Freedom Staffing, LLC. Full time
Telecommunications Support Technician II

Description:
We are seeking a Telecommunications Support Technician to enhance our team.

The ideal candidate will possess the expertise required to deliver technical support at client locations, assisting with the installation, relocation, troubleshooting, repair, modification, and resolution of any issues related to telecommunications and associated equipment, wiring, circuits, and connections. This role also encompasses support for networking and telephone/data communication services.


Key Responsibilities:

  • Manage daily operations concerning the installation, verification, and upkeep of telecommunications apparatus, network ports, Ethernet, and optical fiber cabling, as well as IP networks.
  • Oversee LAN infrastructure, switchgear, Uninterrupted Power Supply (UPS), Wi-Fi, and IPT phone device management (setup/moves).
  • Prioritize and manage inventories of network and equipment repairs.
  • Establish voice and data networks by programming features, setting up interfaces and integrations, adhering to industry standards, and enabling remote access tools.
  • Validate service quality by testing and reprogramming circuits, equipment, and alarms; diagnosing and rectifying issues; and collaborating with engineers.
  • Document network configurations by creating diagrams and programming records.
  • Analyze network performance and compile reports based on findings.
  • Maintain network integrity by troubleshooting and resolving outages, testing backup procedures, and updating documentation.
  • Initiate relocations and setups as necessary.
  • Foster customer relationships by addressing inquiries and resolving concerns promptly.

Scope of Work:

The tasks outlined in this role will be executed under the guidance and prioritization of the Endpoint Technology Support manager and/or designated Project Leads.


Support Areas Include:

  • On-Site Telecommunications and Network Services
  • Executive Leadership Support (Premium service)

Required Qualifications:

  • At least 5 years of experience in deskside and/or on-site network support.
  • Proficient in supporting a Cisco-centric WAN, LAN, and WLAN environment, including racks, hubs, routers, switches, and wireless controllers.
  • Experience in internal run-and-maintain activities, including monitoring and management systems, responding to alerts, and seeking improvement opportunities.
  • Ability to monitor systems for trouble areas and proactively resolve and document root causes.
  • Familiarity with enterprise monitoring tools.
  • Serve as a point of escalation for operational entities regarding routine or complex issues.
  • Manage daily service tickets while engaged in relocations/setups.
  • Experience with wireless LAN controllers and Lightweight Access Points, preferably Cisco equipment.
  • Basic understanding of WLAN technologies, network management, and standards (b/g/n/ac).
  • Basic knowledge of security protocols and authentication (WPA2, EAP-TLS, 802.1x, AAA) and experience with RADIUS solutions (preferably NPS and/or ISE).

Preferred Qualifications:

  • A degree from an accredited institution in Computer Science or a related field is preferred.
  • Network Industry Certifications such as CompTIA Network+, CCNA, etc.
  • A motivated self-starter with a creative approach to technical challenges. Strong organizational skills, attention to detail, and good judgment are essential.
  • Ability to communicate both business and technical information clearly to diverse audiences (face-to-face, teleconference, phone, and email).
  • Proficient in writing technical documentation such as Knowledgebase articles and/or Wiki entries.
  • Basic operational experience with Cisco Wireless LAN Controllers, wireless access points, and management systems.
  • Familiarity with enterprise networking, monitoring, troubleshooting, and management tools.
  • Experience with incident management tools such as Remedy and/or Service Now.

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