Ref No.: 18-04498
Location: Fort Worth, Texas
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Job Title:
Technology Support Specialist II
The Technology Support Analyst is responsible for Tier I and Tier II end users support within organization to include answering calls and tickets from end users with technical questions, providing expert support and troubleshooting of hardware and software. The Technology Support Analyst is also responsible for finding a resolution for end users in a professional, accurate and timely manner or gathering all the required information to be escalated to the appropriate teams. The Technology Support Analyst will work with the Imaging Specialist and perform physical inventory.

Essential Functions
  • Provides Tier I, II support, monitor, test, and troubleshoot hardware and software pertaining to Avaya Blue, Avaya Red, NEC, and Cisco platforms
  • Performs physical inventory and prepares equipment for disposal
  • Moves equipment from secure area to shipping location
  • Uses ticketing system to track incidents and service requests and escalate issues
  • Preforms preventative maintenance on Avaya Blue, Avaya Red, NEC, and Cisco platforms
  • Maintains voice communications and connectivity for local and remote sites
  • Performs Moves/Adds/Changes within the contractual SLA.
  • Performs maintenance on local and remote sites within the contractual SLA.
  • Manages and maintains system backups
  • Works with vendors as necessary
  • Works closely with the Server and Networking teams
  • Performs all job functions in a positive, highly professional demeanor
  • Present a professional image as a representative of the company

Required Qualifications
  • Must be able to work standing on feet for up to 4 hours per day
  • Must be able to lift and carry 50 pounds
  • 4 years Telecom experience
  • Minimum of 3 years support / engineering experience with the following products;
    • Avaya Blue PBX
    • Call Pilot
    • Avaya Red PBX
    • NEC 9500, 9100
    • Cisco Call Manager
  • Excellent customer service and phone etiquette
  • Excellent telecom hardware and software troubleshooting skills
  • Strong analytical , interpersonal, and relationship building skills
  • Strong sense of urgency and commitment to get the job done
  • Strong work ethic and personal drive to excel
  • Exceptional organizational skills and attention to detail
  • Knowledge PRI and data networking
  • Ability to adapt to change quickly and multi-task

Desired/Preferred Qualifications
  • Two-year degree or certification in IT or related field.
  • Working knowledge of Networking protocols.
  • Ability to communicate (orally and written) clearly and effectively in English