About C1
C1 is a leading Technology Services company headquartered in Minnesota that specializes in IT solutions including managed and professional services, cloud, cybersecurity, enterprise networking, and unified communications.
Summary
The Service Technician II is responsible for providing intermediate level technical support ensuring the highest quality technical service to clients regarding field activities including installation and servicing voice, data, and video systems and equipment including associated wiring, power, or peripheral equipment.
Essential Functions
- Supplies intermediate technical level support to client requests for emergencies, routine and remedial maintenance of complex telecommunications equipment and circuits
- Performs moves, adds and changes activities as required
- Supplies intermediate level technical support with new installation and major upgrade activities
- Supports the development, design, installation and maintenance of internal and external client networks
- Supports computing hardware including PC’s, Windows Servers and peripheral devices
- Prepares and maintains installation records and documentation
- Promotes professionalism by displaying a positive, professional image and excellent attendance
- Responds promptly to client complaints regarding workmanship and re-occurring service problems; personally, follows through on client inquiries and requests; completes assigned projects within time frames committed to customers
- Provides intermediate level technical leadership and guidance in solving problems encountered in the field and takes personal responsibility for correcting client service problems
- Works towards favorable response to company client satisfaction surveys
- Supports retention of the existing and future client base
- Ensures minimization of chronic and re-occurring system and equipment troubles
Additional Specific Duties and Responsibilities
- Configure and maintain enterprise Zoom Phone platform environment, including call routing, auto-attendants, call queues, shared line appearances, and interactive voice response (IVR) flows.
- Deploy and manage hardware endpoints, including provisioning firmware updates and handling profile assignments for certified IP phones and analog telephone adapters (ATAs).
- Oversee automated user provisioning, license management and extension assignments
- Collaborate with the network infrastructure team to manage voice performance parameters, ensuring proper implementation of Quality of Service (QoS), firewalls and session optimization
- Coordinate carrier-level operations, including numbers porting, toll-free assignments, and DID management.
- Experience with ASCOM phones and Nortel CS1000 phone system is a plus
- Interact with the customer’s ticket queues to ensure issues are being addressed
Required Qualifications
- AA/AS or BA/BS in Computer Science, or related technical/Business field
- Minimum of five (3) years of Zoom product lines experience
- High degree of general network experience preferred including administrative and desktop support, client support and interpersonal experience
- Ability to effectively present information to senior level technicians and customer groups in written and verbal formats
- Ability to effectively respond to common inquiries or complaints
- Technological Skills:
- Digital PBX
- Video Conferencing
- Voice Mail Applications
- Audio Teleconferencing
- Call Center Solutions
- Unified Messaging
- Automatic Call Distribution (ACD)
- High-Speed Dedicated Data link
- Computer/Telephone Integration
- Synchronous Optical Network (SONET)
- VOIP
- High-Speed Internet Access
- Wireless
- Experience with the installation and support of network operating systems such as Microsoft Windows Server
- Experience with installation and support of Windows desktop operating systems
- Ability to organize and prioritize responsibilities, with an intense attention to detail. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to apply principles of logical thinking to a wide range of intellectual and practical problems
- May also be required to transport equipment and supplies from inventory location to field sites. Routine lifting required; must be able to lift minimum of 50 pounds
- Typical telecommunications field work environment: client sites; indoor and outdoor; some inclement weather; working in cramped dimly lit equipment rooms; in/near construction sites
- Electrical hazards may be encountered while working in equipment rooms, ceilings, and near construction sites
- Other hazards as typically found on construction sites
Desired/Preferred Qualifications
- Minimum of five (3) years’ hands on experience dealing with analog and digital communications hardware and associated protocols
- Basic college level math capabilities
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions, and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.
