Service Tech II - Dedicated (Manassas, Virginia)

ConvergeOne•Washington, DC

5d•Onsite

About The Position

The Service Technician II is responsible for providing intermediate level technical support ensuring the highest quality technical service to clients regarding field activities including installation and servicing voice, data, and video systems and equipment including associated wiring, power, or peripheral equipment. C1 is the foremost, single-source provider of advanced communications and data technology for business. We connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. We are passionate about designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

Requirements

AA/AS or BA/BS in Computer Science, or related technical/Business field
Minimum of five (5) years of Nortel product lines experience
High degree of general network experience preferred including administrative and desktop support, client support and interpersonal experience
Ability to effectively present information to senior level technicians and customer groups in written and verbal formats
Ability to effectively respond to common inquiries or complaints
Technological Skills: - Digital PBX - Video Conferencing - Voice Mail Applications - Audio Teleconferencing - Call Center Solutions - Unified Messaging - Automatic Call Distribution (ACD) - High-Speed Dedicated Data link - Computer/Telephone Integration - Synchronous Optical Network (SONET) - VOIP - High-Speed Internet Access - Wireless
Experience with the installation and support of network operating systems such as Microsoft Windows Server
Experience with installation and support of Windows desktop operating systems
Ability to organize and prioritize responsibilities, with an intense attention to detail.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to apply principles of logical thinking to a wide range of intellectual and practical problems
May also be required to transport equipment and supplies from inventory location to field sites.
Routine lifting required; must be able to lift minimum of 50 pounds

Nice To Haves

Minimum of five (5) years’ hands on experience dealing with analog and digital communications hardware and associated protocols
Basic college level math capabilities

Responsibilities

Supplies intermediate technical level support to client requests for emergencies, routine and remedial maintenance of complex telecommunications equipment and circuits
Performs moves, adds and changes activities as required
Supplies intermediate level technical support with new installation and major upgrade activities
Supports the development, design, installation and maintenance of internal and external client networks
Supports computing hardware including PC’s, Windows Servers and peripheral devices
Prepares and maintains installation records and documentation
Promotes professionalism by displaying a positive, professional image and excellent attendance
Responds promptly to client complaints regarding workmanship and re-occurring service problems; personally, follows through on client inquiries and requests; completes assigned projects within time frames committed to customers
Provides intermediate level technical leadership and guidance in solving problems encountered in the field and takes personal responsibility for correcting client service problems
Works towards favorable response to company client satisfaction surveys
Supports retention of the existing and future client base
Ensures minimization of chronic and re-occurring system and equipment troubles
Experience maintaining and troubleshooting Nortel phone systems.
Experience with CS1000 PBX Release 7.5 is preferable.
Tasks may include migrating users from older Nortel systems and to newer telephony systems, replacing older phones with newer phones (including IP phones) and performing required troubleshooting.
Experience with ASCOM phones
Configure routes and trunks for Nortel environment
Contacting and coordinating with interconnects to move DID numbers on the planned cuts.
Experience with Zoom VoIP phone system is a plus
Interact with the customer’s ticket queues to ensure issues are being addressed

Benefits

401(k) Plan (35% employer match per dollar up to 10% employee contribution)
Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
RX Home Delivery
HSA with Employer Contribution
In-vitro Fertility (treatment coverage)
Dental
Vision (2 plans: 12-month and 24-month frames allowance)
FSA Plans (Healthcare, Dependent Care and Limited Purpose)
Pre-tax Commuter Plans
Employer-paid Life Insurance
Employer-paid Short Term Disability
Long Term Disability (2 plans: Employer-paid or optional Self-paid)
Paid Parental Leave (4 weeks at 100%)
Employee Assistance Plan
Voluntary Life Insurance for team member, spouse and child
Voluntary Accidental Death for team member and spouse
Legal/ID Theft Plans
TeleHealth
Wellness via Omada Health (healthy living solution)
Travel Assistance
Business Travel Accident Coverage
Medical for foreign travel coverage
Employer-paid Pet Telehealth
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Volunteer Time Off
10 Holidays
Summer Sizzle
On Demand Pay (Daily Pay)