SERVICE TECHNICIAN JOB DUTIES:

Complete surveys for all products and services. Manage relationships with all vendors and partners to troubleshoot, setup and configure customers networks. Reserve telephone numbers from an available database and update workbooks. Perform troubleshooting on all products and services. Complete all administrative tasks as required per departmental guidelines. Configure, troubleshoot, and maintain basic networking environments including Ethernet, TCP/IP, VLANs, DHCP and QoS, POE, Firewalls Install and terminate various types of cabling and associated infrastructure. Work with the technologies and/or platforms related to Northlands core network. Schedule site visits with customer, internal departments, and coordination of MAC work with all pertinent parties (landlords, customers, contractors, internal) Work with and assist customers with deploying software or applications needed to maintain Northland products and services, including operating systems, Windows, MS Office; computer support including PCs, server hardware, configurations, and troubleshooting. Work with provisioning department on coordinated service orders. Assess customer needs to effectively recommend and provide the best solution.
Lead and manage P3-P4 level trouble tickets for all products, services, and third-party applications and triage P1-P2 level tickets with assistance. SENIOR SERVICE TECHNICIAN JOB DUTIES

Includes all essential job duties above and below: Training, assisting, and mentoring other team members. Lead and manage complex and escalated trouble tickets for all products, services, and third-party applications including P1-P2 level tickets. Build and enhance team member relationships by collaborating with all departments to address common issues, make recommendations and assist with facilitating a positive customer experience. Assist with creating and updating internal resources such as knowledge base, SOPS, product manuals. Acquire and maintain training and certifications as required. MINIMUM JOB QUALIFICATIONS:

High school degree required, Experience with PC required and ability to work independently. A valid drivers license and transportation
Some data related background and ability to setup and troubleshoot networking issues related to VOIP issues. Strong Customer service and communications skills
Good working knowledge of Category 3, 5, 5E and 6 voice/data wiring platforms, and industry color codes and standards. PREFERRED JOB QUALIFICATIONS:

Associate degree with 1 2 years of experience in telephone or electronics experience Familiarity with firewalls and network equipment. Familiarity with hosted phone systems and features
Understanding of data networks as applied to VOIP communications. Understanding of voice transmission delivery methods and the types of service provided across copper, fiber, POTS, T1, T3, SIP, CAS, VOIP Transmission, analog transmission, digital transmission etc. Familiarity with high-speed data, what its used for and how its delivered. Certifications for A+, Network + and Security +