Technical I, IT Operations (TCF)

Description

Technical Representative, IT Operations (TCF)

The Technical Representative, IT Operations (TCF) works within established procedures with a moderate degree of supervision and provides advanced system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. This position requires

intermediate knowledge for hardware and software troubleshooting.

Essential Functions/Core Responsibilities

• Coordinate as smart hands with different portfolio and engineering workgroups
• Provide telephony support in performing installation and troubleshooting on telephone sets, and voice mailboxes
• Perform hardware and software upgrades to peripheral equipment
• Attend to break/fix engagement as required by Situation Management for technology related problems and issues received from both internal and external clients
• Prepare, maintain and submit reports and applicable records of computer hardware and software inventory by site and system
• Perform site maintenance and safety checks of assigned equipment
• Perform checks and ensure that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering
• Perform backup for the onsite servers and technologies

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with one to three years of relevant experience preferred
• Effective communication skills, both written and verbal
• Ability to multi-task and meet timelines on deliverable
• Detail-oriented
• Proficient in Microsoft Office

Career Framework Role

• Has developed knowledge and skills through formal training or considerable work experience. Entry level often for those with work experience in the skill area.
• Works within established procedures with a moderate degree of supervision. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.

Sr. Technical Representative, IT Operations (TCF)

Job Description

Receive, analyze, monitor and resolve PC, telephone and network related problems in a timely manner with less or minimum supervision from higher level technicians or supervisor.

Principal Duties and Responsibilities:

• Assist all end users with general computer operation and desktop application software questions and problems.
• Troubleshoot end user PC problems of all moderate complexity, often requiring examination of underlying PC, OS, configurations and application software.
• Responsible for correcting any problem with technical equipment at a call center site.
• Responsible for the operation, installation and configuration phase of desktop computer equipment.
• Provide telephony support in performing installation and trouble shooting on telephone sets, voice mailboxes, PBX, ACD positions, CSU/DSU, voice and data multiplexing equipment and circuits.
• Perform hardware and software upgrades to peripheral equipment.
• Assist with hardware and software upgrades to Production and Administration phone switches.
• Assist as lead in moderate to complex projects.
• Install and maintain facility wiring infrastructure.
• Identify and/or assist with resolution to customer access issues.
• Complete all pre-wiring and testing, including placement of patches, prior to scheduled installations or maintenance.
• Maintain accurate records on spare equipment, minor materials and tools necessary to restore telephony circuit operation in the event of failure, plus assist in maintaining an accurate inventory of all hardware and software.
• Generate network services reports plus advise management on operational status.
• Instruct and assist technicians in performance of routine duties through mentoring and guidance.
• Solve technical problems of moderate complexity, exercising initiative and judgement.
• Resolve problems through interaction with internal and external groups as needed.
• Perform preventative maintenance and safety inspections of assigned equipment
• Provide on-call technical support via pager as required.
• Spend between 60%- 70 % of time working trouble tickets in a timely manner.
• Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required.
• Overtime may be required with little or no notice.

Education & Professional Certifications:

• Bachelor's Degree in related field from a four-year college or university with two to three years relevant work experience is preferred.
• Experience associated with Windows 10 operating system, MS Office products and either Avaya or Nortel telephone switches or formal, specialized, job-related training is an advantage.

Candidate Profile:

• Develop basic skills as it relates to telephony, principles of digital transmission, fiber communication, data communication, telephony terminology, industry standards, and on-line network control/maintenance systems.
• Multi-task and maintain composure in stressful and demanding work environment.
• Exercise flexibility and resourcefulness in challenging and /or perplexing situations.
• Working knowledge of various software applications such as Microsoft Word and Excel
• Detail and customer service oriented
• Ability to handle multiple tasks simultaneously
• Good verbal communication skills
• Strong attention to detail
• Ability to creatively solve problems to meet customer needs
• Good technical aptitude
• Good analytical skills
• Must possess good interpersonal, organizational, time management, judgment, and decision-making skills.

Technical I, IT Operations (TCF)

• Learn to use professional concepts and theoretical knowledge of work areas.
• Determines a course of action based on guidelines.
• Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Work is reviewed periodically based on a set of defined procedures or precedence. Normally receives general instruction on work and new assignments.
• Receives instruction, guidance and direction from others.
• Develops competence by performing structured work assignments.
• Develops stable working relationship internally. Exchanges standard/basic information with colleagues and immediate Supervisor, Project Leaders and other Professionals in the Team / group.

Manager, IT Operations (TCF)

• Receives assignments based on incremental objectives with goals and defined processes by which to meet goals.
• Recommend changes to unit or sub-unit policies and processes. Management reviews work to measure meeting of objectives.
• Provides directions to employees according to established policies and management guidance.
• Manages professional employees and/or supervisors or supervises technical, business support, or production operations team(s).
• Adapts departmental plans and priorities to resolve operational challenges.
• Administers company policies that directly affect subordinate employees. Recommends changes to sub- unit, unit or discipline policies. Take actions to monitor and manage costs related to a section.
• Works on issues requiring the analysis of data, relevant factors and resolves problems. Exercises judgment and interpretation to help define procedures and policies to determine appropriate action.
• Develops and manages routine operational plans. Erroneous decisions or failure to achieve results will cause delays in schedules. Meets target typically against a monthly plan.
• Interacts with subordinate supervisors and functional peer groups. Interaction requires interpreting and explaining information to audiences familiar with the subject. Gains cooperation of others, conducting presentations of technical information concerning specific projects or programs.
• Acts as advisor and guide to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. In some instances, this manager may be responsible for a functional area and not have any subordinate employees.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Provides direction to employees and/or Supervisors according to established policies and management guidance.
• Provides direct oversight to the day-to-day functioning of operations through direct supervision of Team Leaders or professional/business support individual contributors.
• Provides direct supervision to professional individual contributors and/or skilled, support individual contributors.
• Responsible for performance management, handling escalations, coaching and enabling career development of team members.