Telecomm Technician III

About the role

This position reports directly to the Manager, Networking and Telecommunications and provides installation, maintenance, and operational support for CapMetro’s telecommunications solution. The role involves prioritizing task assignments and project goals, hands-on problem solving, installation and maintenance of telecommunications hardware and software, research, documentation, customer support, and training. The Telecommunications Technician III is responsible for delivering customer-focused service and building positive relationships with stakeholders and customers.

Responsibilities

• Customer Service
  • Diagnose and resolve customer issues.
  • Train internal customers on telecommunications systems and basic troubleshooting.
  • Manage user access to telecommunications systems.
  • Develop documentation for processes, training, and troubleshooting.
  • Provide after-hours on-call support.
  • Partner with stakeholders to own assigned systems and projects, becoming proficient in their technical and functional aspects.
  • Maintain a safe working environment at all times.
• Telecommunications Hardware Management
  • Assist in installation and minor maintenance.
  • Support contracted maintenance and license management.
  • Research emerging technologies and make recommendations.
  • Assist in inventory maintenance and documentation.
  • Maintain and configure telecommunications systems management infrastructure for updates and patching.
• Telecommunications Software Management
  • Assist in installation of upgrades and minor maintenance.
  • Assist in inventory maintenance and documentation.
  • Maintain telecommunications systems security (patches, anti-virus, access control, etc.).
  • Maintain and configure telecommunications systems management applications for updates and patching.
  • Maintain cloud-based call center resource management administration.
• Telecommunications Adjunct Administration
  • Maintain and support telecommunications adjunct systems in conjunction with service providers.
  • Provide support for functionality, reports, queries, interfaces, and system integration for applications including:
    • Public Address System
    • Announcement Devices
    • Outside Ringers / Indicator Lights / Call Boxes
• User Provisioning Lead
  • Create, modify, disable, and delete user accounts and profiles for the telecommunications system and adjuncts.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action, and reporting concerns.
• Perform other duties as required in support of CapMetro’s Strategic Goals and IT Vision, Mission, and Objectives.

Requirements

• Bachelor’s degree in Telecommunications or related field. Related experience may substitute for up to two (2) years of education.
• Six (6) years of experience resolving telecommunications hardware and software problems in a networked environment, including five (5) or more years supporting and administering telecommunications solutions.
• Proficient experience using Microsoft Office 365 applications such as Excel, Word, and SharePoint.
• Experience with direct end-user support in a customer service role.

Skills

• Knowledge of telecommunications systems analysis, troubleshooting, and repair.
• Ability to use a personal computer in a networked Microsoft Enterprise environment.
• Ability to use basic cable testing equipment.
• Ability to teach software usage, solve user problems, and identify/resolve telecommunications systems issues.
• Strong oral and written communication skills.
• Ability to establish and maintain effective working relationships.
• Ability to coordinate diverse job requirements and projects.
• Ability to maintain and support a telecommunications system in conjunction with vendors.

Work Environment and Physical Demands

Work is generally performed in an office environment with minimal exposure to unpleasant or hazardous conditions. The role involves managing multiple project timelines and complex tasks. Physical requirements include:

• Ability to stand and sit frequently throughout an eight-hour period.
• Reach vertically for overhead use and horizontally.
• Use of telephone or headset equipment.
• Ability to lift and move material weighing up to 70 lbs. with assistance.
• Perform work at a computer terminal for 6-8 hours a day.
• Function in an environment with constant interruptions.

Regular and predictable attendance at the assigned work location is essential. Reasonable accommodation may be made for individuals with disabilities.

Schedule

This is a hybrid position. Onsite presence is guided by team collaboration needs, customer interactions, and role responsibilities. Employees are generally encouraged to work 8 to 12 days in the office per month. Mobility status is subject to change based on business needs.