Telecommunication Support Specialist
Contract W2
On-site
Depends on Experience
Beacon Systems, Inc
Fitment
Dice Job Match Score™
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Job Details
Skills
- Call Center
- Cisco
- Collaboration
- Communication
- Computer Networking
- Customer Service
- Customer Support
- FOCUS
- Help Desk
- Issue Tracking
- Knowledge Base
- LAN
- Microsoft
- Multitasking
- Network
- Network Operations
- PBX
- Provisioning
- Public Sector
- Routing
- Scripting
- Service Level
- ServiceNow
- Telecommunications
- Tier 2
- Tier 3
- Voicemail
- WAN
- Wireless Communication
- Zendesk
Summary
Position Title: Telecommunications Help Desk Support Specialist
Location: Warwick RI USA
Work Arrangement: Onsite
Mode of Interview: In Person
Position Summary
The Call Center Representative Telecommunications Focus provides front-line customer support for voice, network, and communication-related issues. This role serves as the primary point of contact for employees, agencies, and partners seeking assistance with phone systems, call routing, voicemail, softphones, and basic connectivity problems. Representatives troubleshoot issues, document incidents, and escalate complex problems to telecommunications or infrastructure specialists.
Key Responsibilities
- Answer incoming calls, tickets, and service requests related to telecommunications issues including:
- Desk phones, softphones, headsets, and mobile endpoints
- Voicemail, call forwarding, hunt groups, and auto-attendant issues
- Basic Microsoft Teams Phone or legacy PBX support
- Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.
- Create, classify, and update incidents within the ticketing system accurately.
- Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.
- Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.
- Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.
- Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.
- Document recurring issues and recommend updates to knowledge base articles.
- Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.
Required Skills & Competencies
- Strong customer-service mindset with clear verbal communication skills.
- Basic understanding of telecommunications concepts (call routing, voicemail, softphone setup, PBX basics).
- Ability to follow scripts, troubleshooting guides, and procedural checklists.
- Comfort working with ticketing platforms (ServiceNow, Zendesk, or similar).
- Ability to stay calm, patient, and professional under pressure.
- Skilled at multitasking in a high-volume call-center environment.
Preferred Experience
- Prior call-center or helpdesk support experience (1 3 years).
- Familiarity with Microsoft Teams Phone, Avaya, Cisco, or other enterprise voice systems.
- Experience supporting state or public-sector technology environments.
- Knowledge of basic networking fundamentals (LAN/WAN, Wi Fi troubleshooting).
Typical Work Environment
- High-volume support desk handling calls from statewide agency users.
- Standard business hours; may include rotating shifts or on-call coverage depending on agency needs.
- Work-from-office or hybrid environment depending on departmental policy.
Education
- Associate s Degree or certificate equivalent required.
- Additional technical certifications or telecom coursework preferred.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10230636
- Position Id: 9064972
- Posted 6 hours ago
Company Info
About Beacon Systems, Inc
Beacon Systems (BeaconGov) is provider of strategic technology and business solutions to federal government entities alongside partners with strong federal, state and local backgrounds.
Senior Partners are military veterans who served our country with dignity and commitment. Our solid core staff and existing partnerships can readily access technical and support personnel nationwide.
BeaconGOV specializes in providing comprehensive Information Technology (IT) support services offering complete application development and implementation services, outsourcing, support, and training for enterprise wide systems that all synthesize into a smoothly integrated operation that will consistently aid in the advancement of the business from one level of production and efficiency the next level.
Beacon Systems is a Small, minority- woman-owned, and 8(a)/SDB certified company that demonstrates the season qualities of a larger company. Its management comprises of industry leaders with strong federal backgrounds who have demonstrated running successful companies and committed to results for our clients.
Careers
Senior Partners are military veterans who served our country with dignity and commitment. Our solid core staff and existing partnerships can readily access technical and support personnel nationwide.
BeaconGOV specializes in providing comprehensive Information Technology (IT) support services offering complete application development and implementation services, outsourcing, support, and training for enterprise wide systems that all synthesize into a smoothly integrated operation that will consistently aid in the advancement of the business from one level of production and efficiency the next level.
Beacon Systems is a Small, minority- woman-owned, and 8(a)/SDB certified company that demonstrates the season qualities of a larger company. Its management comprises of industry leaders with strong federal backgrounds who have demonstrated running successful companies and committed to results for our clients.
Careers
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