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.
Top Skills
What We Do
vTech solution Inc. is a Managed IT Services firm based out of Washington DC with a primary focus on Cloud Computing and Professional Services. vTech was incorporated in January 2006 under the Commonwealth of Virginia as an IT Professional firm. vTech has experienced constant growth over the years and has developed various IT service capabilities by diversifying its service portfolio to IT Consulting, Enterprise Software Solutions, and Cloud Computing Services to provide complete IT Managed Service offerings. Currently, we are one of the nation’s fastest-growing private companies and have been consecutively named in INC. 5000 list for the past five years. Our focus is to enhance the level of success for our clients by efficiently offering the highest quality services. We use the most advanced IT technologies and practices to add value to our client services. We specialized in core competencies which include Cloud solutions, Network Services, Security Solutions, Customized Application Services, System Integration, AI Tools, and Professional IT Services such as Project Management, Staff Augmentation, and IT Infrastructure Services. vTech Solution's unwavering dedication to results defines our brand. Our time-tested management processes, quality control methods, and state-of-the-art work environment ensure that our clients' most complex projects are delivered on time, on budget, and message. "vTech encourages and supports a healthy work-life balance for its employees. It offers a workplace where you can work with dignity and independence. vTech offers a competitive salary and comprehensive benefits package. We offer tuition and training expense reimbursement and a flexible work schedule."
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