Telecommunications Engineer 2

Job Summary:
The IS Telecommunications Engineer 2 is responsible for the support, maintenance and optimization of communication services including mobile phone, video conferencing, Virtual Contact Center, and VoIP systems. This role also involves managing mobile phone services across vendors and multiple regions, including Europe, the US, Canada, and India, as well as administering Zoom, Zoom Phone, and Zoom Contact Center.

Primary Duties:

• Provide advanced support and troubleshooting for telecommunications services, ensuring minimal disruption to the business and rapid resolution of issues;

• Lead the identification and repair of faults associated with supported services, utilizing advanced diagnostic tools and techniques;

• Perform moves, adds, and changes for telecommunications services, ensuring seamless integration and functionality;

• Independently resolve user problems, collaborating with other support staff and escalating issues to senior IS staff when necessary;

• Develop and implement policies and procedures for telecommunication system maintenance and end-user use, ensuring best practices and efficiency;

• Translate in-depth understanding of telecom vendor products and services into implementable solutions, leading the implementation of these solutions;

• Collaborate with outside vendors and internal customers to ensure successful implementation of new or changed features, providing expert knowledge and guidance;

• Manage and enhance telecommunication service offerings, communicating service enhancements, problems, and incidents with service customers and stakeholders;

• Administer and support Zoom, Zoom Phone, and Zoom Contact Center, ensuring optimal performance and user satisfaction.

Key Organizational Interfaces:

• Engage with key technical organizational interfaces within IS and collaborate with Trimble business groups and individual employees to support end-user telecommunications services.

Characteristics/Skills:

• Strong communication skills, able to interact positively and effectively with a wide range of customers with varying skill levels;

• Ability to work independently and as part of a team-based environment, solving complex problems by exploring alternatives and selecting appropriate solutions;

• Clear and effective verbal and written communication skills;

• Self-motivated with the ability to work successfully with minimal supervision;

• Availability for on-call, after-hours support as needed.

Education / Experience:

• Minimum 3 years of experience or equivalent understanding of wireline, VoIP, and mobile telephony;

• Advanced knowledge of inbound and outbound call routing and dial plan design;

• Expertise in administering Zoom, Zoom Phone, and Zoom Contact Center;

• Familiarity with Billing and Invoicing processes;

• English language proficiency both written and verbal;

• Scripting skills are desired.

Level Requirements:

• Advanced Level: Works on assignments that are complex in nature, requiring judgment and expertise in resolving problems and making recommendations. Receives minimal instruction on routine work and general guidance on new assignments. Requires a Bachelor's degree or equivalent experience and advanced knowledge of voice, data, and LAN/WAN communications systems.