Telecommunications Tech I
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings; fold minor metadata into short
or drop it. Preserve all substantive info; do not invent or summarize away detail. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text. Prefer few substantive sections over many thin ones.
We need to parse the job description.
Key info:
- Job#: 3053085 (metadata, can be dropped or put in short p)
- Company: Apex Systems (also Everforth Apex)
- Position: Telecommunications Tech I
- Location: Onsite
- Project Duration: 10/05/2026 - 02/26/2027
- Job Description: 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.
- Required Skills & Competencies: bullet list:
- Must possess 1 – 3 years telecom wiring experience
- 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.
- Key Responsibilities: list:
- 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.
- 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.
- Benefits: Everforth Apex Benefits Overview: list:
- medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
- ESPP (employee stock purchase program)
- 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
- HSA (Health Savings Account on the HDHP plan)
- SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
- corporate discount savings program and other discounts.
- professional development: on-demand training program, access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, certification discounts and other perks to associations that include CompTIA and IIBA.
- dedicated customer service team for Consultants that can address questions around benefits and other resources, as well as a certified Career Coach.
- full list of benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.
- Pay: Not mentioned. So we should NOT create Pay section.
- Schedule: Not explicitly given; only typical work environment mentions standard business hours; may include rotating shifts or on-call coverage. That's schedule info. Could we create a Schedule section? The rule: never create Pay/Schedule/Benefits sections unless the posting actually states them. The posting does mention schedule info: "Standard business hours; may include rotating shifts or on-call coverage depending on agency needs." That's schedule info. So we can create a Schedule section with that content.
- About the role: Could be a short prose summarizing role. The job description paragraph could serve as About the role. We'll put that in
under About the role heading.
- Responsibilities: we have Key Responsibilities list.
- Requirements: Could combine Required Skills & Competencies and Preferred Experience and Education? Usually Requirements includes required skills, education, etc. We'll create Requirements section with required skills (must have) and education. Preferred Experience could go under Qualifications or Skills? The rule: Use headings for section headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can decide to put Required Skills under Requirements, Preferred Experience under Qualifications, Education maybe also under Requirements or Qualifications. But we need to avoid thin sections. Perhaps combine Requirements and Qualifications into one? But we need to follow headings list; we can include only those with substantive content.
We have substantive content for:
- About the role (job description paragraph)
- Responsibilities (Key Responsibilities)
- Requirements (Required Skills & Competencies + Education)
- Qualifications (Preferred Experience)
- Skills (maybe we could separate but we already have skills in Required Skills; could also list technical skills like familiarity with systems; but we can keep them under Qualifications or Requirements.)
- Benefits (Benefits overview)
- Schedule (Typical Work Environment schedule info)
We should not create Pay section.
We need to avoid duplicating lines. Also need to remove boilerplate like EEO, legal, application instructions, etc.
We need to preserve all substantive info: that includes location, project duration, etc. Where to put those? Could be in a short
under About the role or maybe a separate meta section? The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. So we can include location and project duration in a short
maybe after About the role heading? Or we could include them in a
under About the role before the description.
We need to output only HTML fragment, no /, no markdown fences.
Let's structure:
About the role
Onsite position with project duration from 10/05/2026 to 02/26/2027. 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.
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.
Requirements
- Must possess 1–3 years telecom wiring experience.
- 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.
- Associate’s Degree or certificate equivalent required.
Qualifications
- Prior call-center or helpdesk support experience (1–3 years) preferred.
- 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).
Benefits
- Medical, dental, vision, life, disability, and other insurance plans offering optional financial protection.
- Employee Stock Purchase Program (ESPP).
- 401(k) program with contributions allowed typically within 30 days of start; company match after 12 months of tenure.
- Health Savings Account (HSA) available with HDHP plan.
- SupportLinc Employee Assistance Program (EAP) providing up to 8 free counseling sessions.
- Corporate discount savings program and other discounts.
- On‑demand training program; access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months tenure; certification discounts and perks for associations such as CompTIA and IIBA.
- Dedicated customer service team for consultants and a certified Career Coach to address benefits and resource questions.
- Full benefits details available in the Welcome Packet provided by an Everforth Apex team member.
Schedule
Standard business hours; may include rotating shifts or on‑call coverage depending on agency needs.
We need to ensure we didn't include any boilerplate. We removed EEO, legal, application instructions, duplicated lines, etc.
Check for any leftover boilerplate: The benefits section we wrote is based on the benefits overview; we omitted the
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings; fold minor metadata into short
or drop it. Preserve all substantive info; do not invent or summarize away detail. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text. Prefer few substantive sections over many thin ones. We need to parse the job description. Key info: - Job#: 3053085 (metadata, can be dropped or put in short p) - Company: Apex Systems (also Everforth Apex) - Position: Telecommunications Tech I - Location: Onsite - Project Duration: 10/05/2026 - 02/26/2027 - Job Description: 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. - Required Skills & Competencies: bullet list: - Must possess 1 – 3 years telecom wiring experience - 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. - Key Responsibilities: list: - 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. - 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. - Benefits: Everforth Apex Benefits Overview: list: - medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. - ESPP (employee stock purchase program) - 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. - HSA (Health Savings Account on the HDHP plan) - SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions - corporate discount savings program and other discounts. - professional development: on-demand training program, access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, certification discounts and other perks to associations that include CompTIA and IIBA. - dedicated customer service team for Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. - full list of benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide. - Pay: Not mentioned. So we should NOT create Pay section. - Schedule: Not explicitly given; only typical work environment mentions standard business hours; may include rotating shifts or on-call coverage. That's schedule info. Could we create a Schedule section? The rule: never create Pay/Schedule/Benefits sections unless the posting actually states them. The posting does mention schedule info: "Standard business hours; may include rotating shifts or on-call coverage depending on agency needs." That's schedule info. So we can create a Schedule section with that content. - About the role: Could be a short prose summarizing role. The job description paragraph could serve as About the role. We'll put that in
under About the role heading. - Responsibilities: we have Key Responsibilities list. - Requirements: Could combine Required Skills & Competencies and Preferred Experience and Education? Usually Requirements includes required skills, education, etc. We'll create Requirements section with required skills (must have) and education. Preferred Experience could go under Qualifications or Skills? The rule: Use headings for section headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can decide to put Required Skills under Requirements, Preferred Experience under Qualifications, Education maybe also under Requirements or Qualifications. But we need to avoid thin sections. Perhaps combine Requirements and Qualifications into one? But we need to follow headings list; we can include only those with substantive content. We have substantive content for: - About the role (job description paragraph) - Responsibilities (Key Responsibilities) - Requirements (Required Skills & Competencies + Education) - Qualifications (Preferred Experience) - Skills (maybe we could separate but we already have skills in Required Skills; could also list technical skills like familiarity with systems; but we can keep them under Qualifications or Requirements.) - Benefits (Benefits overview) - Schedule (Typical Work Environment schedule info) We should not create Pay section. We need to avoid duplicating lines. Also need to remove boilerplate like EEO, legal, application instructions, etc. We need to preserve all substantive info: that includes location, project duration, etc. Where to put those? Could be in a short
under About the role or maybe a separate meta section? The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. So we can include location and project duration in a short
maybe after About the role heading? Or we could include them in a
under About the role before the description. We need to output only HTML fragment, no /, no markdown fences. Let's structure:
About the role
Onsite position with project duration from 10/05/2026 to 02/26/2027. 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.
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.
Requirements
- Must possess 1–3 years telecom wiring experience.
- 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.
- Associate’s Degree or certificate equivalent required.
Qualifications
- Prior call-center or helpdesk support experience (1–3 years) preferred.
- 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).
Benefits
- Medical, dental, vision, life, disability, and other insurance plans offering optional financial protection.
- Employee Stock Purchase Program (ESPP).
- 401(k) program with contributions allowed typically within 30 days of start; company match after 12 months of tenure.
- Health Savings Account (HSA) available with HDHP plan.
- SupportLinc Employee Assistance Program (EAP) providing up to 8 free counseling sessions.
- Corporate discount savings program and other discounts.
- On‑demand training program; access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months tenure; certification discounts and perks for associations such as CompTIA and IIBA.
- Dedicated customer service team for consultants and a certified Career Coach to address benefits and resource questions.
- Full benefits details available in the Welcome Packet provided by an Everforth Apex team member.
Schedule
Standard business hours; may include rotating shifts or on‑call coverage depending on agency needs.
We need to ensure we didn't include any boilerplate. We removed EEO, legal, application instructions, duplicated lines, etc. Check for any leftover boilerplate: The benefits section we wrote is based on the benefits overview; we omitted the