Technician, Telecommunications Job in Edmonton T5j3p4, Alberta Canada
Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
RTH/Vacancy Request Number: 2011-5029
Accountability/Position Summary:
The Technician installs and services basic telephone systems, including key systems, hybrids and basic PBX and related peripheral products.
Key Responsibilities:
• Installs and services various types of key systems, hybrids, PBXs and voicemail equipment
• Organizes parts, configures, stages and programs equipment prior to installation
• Performs Moves, Adds and Changes (MAC’s) on various types of key systems and small PBX and voicemail equipment
• Performs diagnoses of service problems using online/hardcopy reference manuals, diagnostic equipment and documented internal escalation process
• Works with customer to assist with basic call distribution and hand set programming
• Performs test of system to ensure features and functions work at customer location
• Performs walkthrough of system features and does basic knowledge transfer/training of features and functions of system with customer
• Communicates with and updates customers, managing their expectations during installation of new systems and service resolution process
• Performs miscellaneous administration tasks such as sending, receiving and responding to Emails and Voice Mails
• Ensures Customer Documents and RMAT notes for all customers are kept up to date in the ASAP database
• Maintains daily logging of timesheet information in the ASAP Database
Functional/Technical Knowledge and Skills:
• A comprehensive working knowledge of computers, computer OS, computer networking, LAN/WAN and internet protocols
• Proven working knowledge of Telco Megalink T1 functionality
• Proven working knowledge of networking PBX’s and voicemail systems
• Proven working knowledge of all systems
• Proven working knowledge on IP applications
• Able to resolve basic system/PBX service issues via trouble shooting, the use of diagnostic equipment and effective problem resolution
Other Skills/Competencies/Attributes:
• Proven customer service and conflict management skills
• Strong analytical and problem solving skills
• Flexible-able to deal with major events, conflicting priorities, customer escalations
• Team player able to work with internal and external groups
• Innovative and able to work in a fast paced environment with constantly changing conditions
• Strong time management skills, able to prioritize and meet deadlines as required
• Strong communication skills (oral and written)
• Proven experience in performing a lead role in managing and resolving escalated customer service issues, including communication and expectation setting with internal stakeholders
QUALIFICATIONS
Education Certification
• Minimum high school diploma, electronics degree or equivalent working experience in telecommunications industry
Experience
• Minimum 2 years of working experience as a field technician in telecom or in an operational/support environment, especially managed/outsourced services
• Solid troubleshooting experience
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