Telephony Support Field Specialist

Overview

Remote
Up to $50
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)
50% Travel

Skills

Telephony System Configuration & Troubleshooting
ServiceNow & Ticket Management
Technical Documentation & Process Writing
User Support & Training
Vendor & Stakeholder Coordination

Job Details

Summary:

This 12-month role supports statewide telephony operations, including setup, troubleshooting, and user support for telephone systems. Remote work is allowed, but frequent onsite work in Raleigh and statewide travel are required (personal vehicle only).

Responsibilities:

  • Manage phone system changes (adds/moves/deletes)

  • Perform site surveys and equipment installs

  • Troubleshoot phone system issues

  • Lead incident resolution and ticket routing

  • Create and update technical documentation

  • Train field users on phone system features

  • Collaborate with external vendors and internal teams

  • Follow IT security policies (e.g., HIPAA, PCI)

Skills Required (7+ years):

  • Telephony system support and configuration

  • Troubleshooting and reporting

  • ServiceNow ticketing system

  • Documentation of processes/procedures

  • Communication with technical teams and vendors

  • Training non-technical users

    Skill Matrix :

    Skill

    Required / Desired

    Amount

    of Experience

    Serves as the primary contact and an escalation contact for DOT telephony services.

    Required

    7

    Years

    Basic telephony systems configuration, troubleshooting and responsible for generating reporting.

    Required

    7

    Years

    Provide training to non-technical users in the field on telephone systems.

    Required

    7

    Years

    Ability to research and consult on communication problems with other IT professionals.

    Required

    7

    Years

    Ability to organize and follow simple to moderately complex and/or detailed technical procedures.

    Required

    7

    Years

    Documenting process and procedures related to technical field support activities.

    Required

    7

    Years

    Demonstrates knowledge and a working experience with ServiceNow call tracking system.

    Required

    7

    Years

    Ability to effectively communicate with external partners (AT&T, CenturyLink, etc.) to provide guidance on infrastructure needs.

    Required

    7

    Years

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.