Responsible for troubleshooting hardware/software equipment problems, and to set up, install, configure, maintain, relocate, and/or repair a variety of electronic computing and communications equipment, software and/or peripherals. Applies a broad working knowledge of electronics to a wide variety of assignments through the application of technical concepts, practices and procedures. A member of quick-response end-user support team providing on-site support to the business offices, contact centers and sales offices for the enterprise.

Responsibilities

• Fulfills work orders/service calls to install, maintains and/or repairs computer/telephony equipment and peripherals.

• Provide day to day maintenance Telephony/CTI systems. Perform adds, moves, and changes. 

• Utilize past experience and learned troubleshooting skills to analyze reported trouble issues for Telephony and CTI systems. Determine proper resolution and implement it. Communicate and coordinate resolution with users and multiple vendors if applicable. Communicate resolution through incident reports published to upper management.

• Takes appropriate corrective action, interfacing with vendor, client and infrastructure services staff as necessary.

• Performs bench-level preventive hardware maintenance, replacement and repair (to sub-assembly/ component level) of computer terminals, microprocessor components, peripherals and associated/designated communications and information management equipment.

• Assist in the implementation of CTI/telecommunication equipment, including peripherals, associated software and applications, to support business requirements or implement new technologies.

• Maintains work order documentation, technical schematics and diagrams. Assist in problem resolution which requires on-site support.

• Assist projects which require on-site support of infrastructure and/or application execution for successful completion.

• Monthly server patch management of Telephony/CTI systems.

Business Partnership

• Manage contact with the business as required to resolve support issues.

• Manage contact with the business as required to deliver services requests (e.g. installs, moves, adds, changes).

• Flexibility to work nights, weekends and holidays.

People Management

• Manage individual workload and deliver to agreed SLAs

• Actively participate in HR performance measurement processes

• Demonstrate ability to work in team environment and help resolve issues

• Communicate status / risks to manager regarding delivering solution on time

Qualifications

• Associates degree, specialized training or equivalent work experience

• 5 – 7 years of relevant work experience required

• Understanding of at least one applicable programming language or package configuration tool

• Experience with supporting/programming (Nortel) PBX, Call Pilot, CCMS, CCMA, CCT, TM 

• Experience with IVR (Aspect preferred)

• Knowledge of Nice, E-Workforce Management

• Knowledge of UNIX Operating System

• Knowledge of database design.

• Knowledge of version and revision control practices and procedures

Relevant Technical Skills

The Systems Technician is NOT expected to know all of the skills at any given point in their career. The critical skills will depend on his/her current level and specific responsibilities within IS organization. Instead, this list includes typical skills that a Systems Technician may be required to demonstrate over the course of this role.

• Business Applications: Remedy Trouble Ticketing

• Call Center Technologies:  (Nortel) CCMS, CCMA, CTI (CCT), Call Pilot, (Aspect)IVR, Nice QA, Aspect e-Workforce Management

• PBX:   Nortel, BCM, Norstar

• Office Automation: Word, Excel, PowerPoint, Access, Outlook

• Planning & Design: Visio

• Reporting Tools: Crystal Reports, Business Objects

• Information Risk Mgmt: Anti-virus technologies (MacAfeeSuite , Norton Suite, Symantec Suite)

• Hardware: Wintel Servers, PDAs, Desktops, Laptops, Windows Terminal

• O/S & Network: Windows 2000/XP, Windows Server 2003, Citrix, Routers, Switches, CSU/DSUs