Telecom Support Specialist

Job Title: Telecom Support Specialist

Job Overview: As a Telecom Support Specialist, you will be responsible for providing technical support and troubleshooting assistance for telecommunications systems and services. You will assist users in resolving issues related to voice, data, and chat communication technologies, ensuring the smooth operation of telecommunications infrastructure.

1. Technical Support:

• Provide frontline technical support and troubleshooting assistance for

• Diagnose and resolve hardware, software, and basic network-related issues

• Respond to user inquiries and service requests promptly, addressing concerns and

• Escalate complex technical issues to senior support staff or vendor support teams

1. System Maintenance and Monitoring:

• Perform routine maintenance tasks and system checks to ensure the reliability and

• Monitor system alerts, logs, and performance metrics to identify and address

• Conduct regular audits and inspections of telecommunications infrastructure to

1. Installation and Configuration:

• Assist with the installation, configuration, and deployment of telecommunications

• Ensure proper setup and integration of telecommunication systems, including PBX

• Coordinate with vendors, service providers, and internal stakeholders to implement

1. User Training and Documentation:

• Provide training and support to end-users on the use of telecommunications

• Create and maintain user documentation, manuals, and knowledge base articles to

• Conduct training sessions and workshops to educate users on best practices for

1. Incident Management and Resolution:

• Document and track incidents, service requests, and resolutions using ticketing

• Follow established procedures for incident escalation, resolution, and closure,

• Analyze incident trends and patterns to identify underlying issues and implement

preventive measures to minimize future incidents.

• Associate's degree in information technology, Telecommunications, or a related field (or

• Proven experience in providing technical support for telecommunications systems and

• In-depth knowledge of telephony technologies, such as PBX systems, VoIP, SIP, and unified

• Familiarity with networking concepts, protocols, and infrastructure, including LAN, WAN,

• Proficiency in troubleshooting hardware, software, and network-related issues in a

• Strong communication skills and the ability to communicate technical information

• Customer-oriented mindset with a focus on delivering exceptional service and support.

• Availability to work flexible hours and participate in on-call rotations for after-hours support.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong problem-solving skills and attention to detail.
• Commitment to staying updated on emerging technologies and best practices in the

telecommunications field.