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Telecom Technical Lead
Ref No.: 18-08062
Location: Woodlawn, Maryland
Position Type:Full Time/Contract
Start Date: 09/07/2018
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Job Title: Telecom Technical Lead
Location: Woodlawn, Maryland
Duration: Fulltime

Job Description:
A. Ensure C3 Help Desk personnel are capable of correctly identifying support issues, documenting them within the ticket tracking application, managing escalation or assignment procedures, communicating clearly to the customer, and maintaining accountability of the problem throughout the life of the issue from identification through disposition.
B. Have a thorough understanding of the VCS voice services and systems for which they shall provide support. This understanding shall include knowledge of the architecture, infrastructure, network, integration, limitations, and operations/use of each of the VCS systems.
C. Provide periodic reports and ensure all system data and personnel are available for quality assurance auditing
D. Furnish all Help Desk facilities, labor, materials, and transportation necessary to perform the task requirements, as well as provide the resources required to meet changes in the VCS environment.
E. Establish a voice and data service monitoring center to oversee voice network problem resolution and routing management of the CCO voice network.
F. Supply skilled personnel to monitor and route incoming

Required Skills
The Telecom Technical Lead handles a range of simple to moderately complex telecom issues including and not limited to network circuits, IVR, and ICR system issues, receives and reacts to inbound calls and emails, records issues in trouble ticketing system, and refers tickets to appropriate vendors for Tier 3 escalations/ support.
The Telecom Lead also sends status notices to the end-user community, assigns appropriate classifications of issues in the trouble ticketing system, and manages the entire ticket process from initiation through disposition.
The Telecom Lead shall serve as an escalation point for junior analysts, assist with the quality assurance process, generate and contribute to Help Desk reports and deliverables, and proactively monitor Help Desk tools to identify outages and follows the SOPs to resolve the system and/or application issues.