Position Details:
Job Title: Telecommunication Specialist
Location: Columbus, OH 43229
Duration: 12+ months (Strong possibility for an extension)
Job Description:
• The Franklin Department of Job and Family Services (FCDJFS) is a county, state and federally supported agency responsible for basic financial, medical and social services programs.
• These programs are made available to ensure that no one is forced to go without the basic essentials of food, clothing, shelter, medical care and necessary life sustaining services because of a lack of resources. FCDJFS ensures that many eligible children and adults receive assistance each month through in-house or contracted services.
• FCDJFS operates a call center M-F from 7:30 AM – 5:30 PM that handles 500,000+ calls annually. The Telecommunications Specialist will work closely with IT staff, project managers, vendors, and call center operations to provided dedicated support.
Team Environment of 26:
• Service Desk, Project Management, Network Operations, Identity Management, Enterprise Document Management, Application Development & Reporting
Overall Technical Environment Summary:
• Mitel Contact Center 8.1.1, Ignite, YourSite, CCMWeb, ACD, 3300 MXE Controllers, Windows Server 2012, SQLS Server 2008R2/2012, VOIP, Windows 7, Active Directory, SysAid Incident Management, PRI Circuits,
Required Experience:
• #1 Priority - Ability to work in a team environment and a passion to exceed customer expectations.
• Bachelor’s degree in business administration, computers, or related field highly preferred.
• 6+ months experience supporting an enterprise telecommunications environment.
• 6+ months experience with contact center (preferably Mitel) and collaboration technologies including call routing, IVR, workforce management, video conferencing, Audio / Web conferencing, etc.
• Knowledge of voice technology, IP-based solutions, voice networking, and troubleshooting/problem resolution required.
• Strong IT skills
Duties and Responsibilities:
• Perform Enterprise PBX/Call center administration, daily monitoring, problem identification and troubleshooting.
• Perform MACs (Moves, Adds, and Changes) on the Mitel systems, as well as ACD reporting, voicemail, recorded announcement systems.
• Provide training to team members, customers, and end-users on feature use.
• Install and troubleshoot VOIP phones, and all desktop installed software (Mitel Contact Center, Ignite, YourSite, CCMWeb)
• Provide timely reports to customers and management.
• Analyze telecommunications hardware and software processes for efficiency and needs
• Continued analysis of telecommunications technology for current appropriateness
• Documentation of all new processes and procedures and standardization
• Coordinate upgrade of features
• Responsible for following, supporting, and enforcing all internal control processes and procedures
• Document all service requests utilizing tracking software
All your information will be kept confidential according to EEO guidelines.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill. We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost. We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually . We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame. We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates. Validate: A recruiter validates the candidates’ experience and skill sets against our client’s position. Initial Screening: Based on the position and the client’s work culture, the recruiter uses initial screening questions to determine the most suitable candidates. Submit: the recruiter will submit to the technical team qualified candidates who have passed the initial screening. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates’ technical skills. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement. On board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client’s location.