Description
Leads the technical support that ensures stable and continuous service for end users whose business functions rely on voice, data or video services in a 24x7 environment. Maintains expertise in and mentors others on current telephony and network technologies. Analyzes, triages, designs, installs, upgrades, monitors, tests and repairs telephone, data and video systems, as well as manages cable plant, switch rooms and CER's. Oversees contractors, vendors and other technicians. Programs telephone system features and functionality. Produces and updates voice and data system and process documentation. Diagnoses and resolves complex voice and data issues. Provides training to other technicians. Assists with developing strategies and implements process changes to support new voice, data and video technologies and infrastructure. Builds out new and upgrades existing telephone system infrastructure. Manages vendors to ensure appropriate planning, scheduling and acceptance testing.
ESSENTIAL FUNCTIONS
Programs telephone system features and functionality.
Produces and updates voice and data system and process documentation.
Develops and maintains network and cable design documentation and databases.
Coordinates activities including tag, test, splice and move.
Updates cable plant infrastructure and ensure integrity of the databases.
Manages daily dig requests with various departments.
Rotates through positions providing triage, project leadership, warehouse management, critical team support and on-call responsibilities.
Monitors user-generated service and trouble tickets.
Monitors and evaluates normal and critical workloads and allocates and/or reallocates resources as needed.
Follows escalation procedures and demonstrates exemplary communication skills.
Interacts with a cross-section of teams to support daily activities.
Trains and mentors' technicians in telephone system software programming.
Advocates for customers and recommends process changes as appropriate.
Diagnoses and resolves complex voice and data issues and provides training to other technicians.
Reviews daily alarm logs and resolve first and second level system problems.
Updates technical documentation.
Completes preventive maintenance routines, such as voicemail maintenance, power system diagnostics, and battery plant.
Maintains spare parts inventories with input from engineers.
Serves as escalation for service interruptions associated with voice services, voicemail, paging, cellular and computer network.
Handles high visibility situations and critical customers using effective negotiating and exemplary customer service skills.
Develops strategies and implements process changes to support new voice, data and video technologies and infrastructure.
Builds out new and upgrades existing telephone system infrastructure.
Manages vendors to ensure appropriate planning, scheduling and acceptance testing.
Works closely with engineering and cable plant to ensure proper procedures and processes are executed.
Completes monthly voicemail maintenance and reports daily on system health.
Resolves voice and voicemail system emergencies and serves as escalation to technical resources working after hours in on-call rotations.
Participates in the on-call rotation.
Completes billing information and coordinates with peers to manage and procure inventory levels.
Maintains cable plant documentation.
Follows identification standards for cable connections including CER line card documentation.
Keeps abreast of current telephony, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.
Preferred Skills
Project coordination, Quality assurance, Technical documentation, Fiber optic networks, low voltage cabling, Mobile Device Management, Phone systems, VOIP, Windows, Linux
ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES:
Safe use of hand tools and test equipment required
Ability to work in confined spaces, such as closets, ceilings, crawl spaces, pipe chases and mechanical rooms required
Exceptional customer service skills, including outstanding verbal and written communications skills and ability to diffuse difficult situations required
MA 4000, NEAX 2400, 9300 and 9500 Installation & Maintenance preferred
ACD-MAT preferred
UM8700 (voicemail) Administration & Maintenance preferred
Advanced problem-solving techniques, including ability to troubleshoot telephony and network issues remotely preferred
Demonstrated project management / project coordination skills preferred
Experience Level
Intermediate Level
Job Type & Location
This is a Contract to Hire position based out of Rochester, NY.
Pay and Benefits
The pay range for this position is $25.00 - $40.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Rochester,NY.
Application Deadline
This position is anticipated to close on Feb 6, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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: 101054TS
- Position Id: JP-005801597
- Posted 6 hours ago
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