Business Services Technician

Ritter Communications•Western Grove, AR

35d

About The Position

Ritter Communications, headquartered in Jonesboro, Arkansas, is the largest privately held telecom provider serving the Mid-South. Recognized as one of Arkansas' Best Places to Work for five years running, we deliver world-class broadband fiber, telecom, video, and data center services. With rapid growth and millions invested in advanced infrastructure, we now serve 197 communities and over 60,000 customers across six states. At Ritter Communications, our team combines cutting-edge technology with a customer-first mindset - and we're looking for talented individuals who share our passion for excellence and community impact. We are looking for an experienced Business Services Technician to join our team! General Summary: Our Business Services Techs perform service, maintenance, repair, installation, and programming of multi-line business voice and computing systems, including key and PBX systems, IP telephony systems and Integrated Access Devices. Responsible for all modifications, moves, changes, and installation of telephone services for all business customers. Responsible for preventative maintenance of telephone equipment, and may oversee the work of a Business Services Technician trainee, as well as provide sales referrals, site surveys, and customer relationship management.

Requirements

Knowledge of basic electronics, specification sheets, and circuit diagrams
Knowledge of basic switch gear such as DLink, Linksys, and Netgear
Knowledge of Basic Ethernet
Knowledge of IP addressing scheme and how to deploy
Knowledge of IP subnetting
Knowledge of DHCP and understanding of how it works
Knowledge of Layer 2 and 3 of OSI model
Knowledge of VOIP equipment and concepts
Knowledge of Computer Ethernet and Windows desktop
Knowledge of Microsoft Office products, such as, Outlook, Word, Excel, and Access
Knowledge of FTP service and ability to use FTP
Knowledge of telecommunications equipment operations and maintenance
Knowledge of key and PBX systems, IP telephony systems and Integrated Access Devices
Knowledge of company products and services
Knowledge of company policies and procedures
Knowledge of IP routing
Skill in operating service equipment including various hand tools and testing equipment
Ability to utilize Carrier Grade monitoring services
Ability to communicate with co-workers and various business contacts in a professional and courteous manner
Ability to configure small Cisco Routers such as 800 to 1700 series
Ability to read and interpret documents such as maps, staking sheets, and operating and maintenance instruction manuals
Ability to pay close attention to detail
Ability to evaluate, test, and repair sophisticated equipment
Ability to improve or redesign procedures for specific installation/repair problems
Ability to work independently and make sound technical decisions using information at hand
Ability to effectively function as a team player
Ability to travel for business requirements; must possess a valid Driver’s License with a satisfactory driving record
High School diploma or equivalent plus four years of related job training and work experience installing and maintaining electronic key systems, PBX installation, and repair, wiring & cabling and associated peripherals

Nice To Haves

Associates degree in a related field preferred
Manufacturer’s certificate of training on a least one telephone key or PBX system required. NEC certifications and experience strongly preferred
Other certifications such as Cisco CCENT, CompTia A+ and Net +, Microsoft Certifications, etc. helpful

Responsibilities

Installs, repairs and maintains all types of NEC, Nortel and Avaya PBX systems and associated equipment, including voicemail, facsimile terminals, paging and intercom systems; Optical support of POP’s and cellular sites
Installs, repairs and maintains all types of IP telephony systems and integrated Access Devices
Performs all modifications, moves, changes and installation of telephone services and devices
Performs quality control checks of work done at customer premises
Locates trouble in telephone installations; repairs or replaces faults
Coordinates with repair, and other departments on service installations and changes to update billing and central office records
Maintains and repairs existing equipment by using test sets to locate line trouble. Determines necessary repairs that may include repairing wiring, station protectors, ground connections, running new wires, and replacing jacks, lids and pedestals as needed
Work with Carrier Grade equipment routers
Setup networking address translation
Setup personal and small network antivirus solutions, such as Symantec, McAfee, AVG
Travels to customer sites, project areas, business related events, and other Ritter Communications locations as required
Other related duties and projects as assigned