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Job Posting:
Do you have telephony experience, on an enterprise level?
Do you excel at multi-tasking, being flexible, customizing solutions, and all while maintaining top-notch communication & customer service skills?
Do you thrive in a fast-paced environment?
Are you a team player looking to make a difference and help others?
Then this might be just the opportunity for you!
Job Summary
Job Functions
Essential Job Functions
Description
Non-Essential Job Functions
Requirements
Required Knowledge and Skills
Additional Knowledge and Skills
Education
Additional Education Requirements
Required Experience
Additional Experience Requirements
Do you have telephony experience, on an enterprise level?
Do you excel at multi-tasking, being flexible, customizing solutions, and all while maintaining top-notch communication & customer service skills?
Do you thrive in a fast-paced environment?
Are you a team player looking to make a difference and help others?
Then this might be just the opportunity for you!
Here at Fairway, we strongly believe the way we do things is just as important as what we do. Our Core Values define how we work together as team, support individual growth, and guide us in determining how we can best serve our customers, team members and communities. As a member of our IT Telecom team, YOU can be a difference maker!
Job Summary
The Telecom Analyst will be responsible for the day-to-day maintenance and support of the Telecommunications systems, including adds, moves, and changes, for profile/stations, voice mail, contact center, wiring support, provide remote troubleshooting and programming, responding to service requests from customers via web portal, telephone call or email request, working with subcontractors or in-house Engineers who are providing onsite service including product installations and repairs. (NOTE: This is a remote/work from home position. Prefer candidates in Texas, but open to qualified candidates anywhere in U.S. Previous VOIP and telephony experience at an enterprise level required.)
Job Functions
Essential Job Functions
Description
- Resolves complex incidents and service requests independently.
- Performs design, implementation, maintenance and monitoring
- Provide support to telecom infrastructure initiatives in the areas of voice, voicemail, contact center.
- Communicates with stakeholders via computer and phone
- Maintain good relationships with branch customers and respond to their requests in a timely manner.
- Assess customers’ needs to effectively recommend solutions and resolutions
- Provides direction and support remotely to customers and other technicians based on need.
- Performs duties beyond normal workday when required for prescheduled installations and on call hours as necessary
- Troubleshoot Quality of Service (QOS) vs. non-QOS issues, move, and remove VoIP telephones for customers as required.
Non-Essential Job Functions
- Participates in proactive team efforts to achieve departmental and company goals.
- Contributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun.
- Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions.
- Performs other duties as assigned.
Requirements
Required Knowledge and Skills
- Solid knowledge and understanding of customer service and intrapersonal best practices.
- Solid knowledge and understanding of developing specific and realistic goals and plans to prioritize, organize, track and accomplish work.
Additional Knowledge and Skills
- Ability to utilize information provided within carrier portals, setup portal users, and remove users no longer with the company, or who no longer require access.
- Ability to perform daily duties, while reacting to issues requiring immediate action, and communicating with appropriate parties.
- Working knowledge of data networks as applied to VoIP communications including Ethernet, TCP/IP, VLANs, DHCP, TFTP and QoS.
- Solid knowledge of low voltage cabling standards as it applies to supporting voice and data.
Education
2 Year / Associate Degree preferred
Additional Education Requirements
- Working product knowledge of ADTRAN, Cisco and similar networking products
- Understanding of voice transmission delivery methods and the types of service provided across VoIP, analog, and digital transmission etc. utilizing copper, fiber, POTS, T1, SIP, etc.
Required Experience
5+ years of related experience.
Additional Experience Requirements
5+ years of telephony experience with ShoreTel sky, Mitel or Avaya on an enterprise level
If the above job describes you and you’re interested in becoming a part of the Fairway team, please “Apply Now” to complete our application process. Be sure to include a resume with your application.
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