Job Description

The Systems Specialist is responsible for assisting with the maintenance, troubleshooting, and installation of personal computers (PC), networks, servers, and telecommunications equipment. The incumbent will apply solutions to resolve technical problems reported by customers and end users, both internal staff and Company clients, through the phone and direct interface. This position is also responsible for timely dispatching open workflow orders for home internet & BEAM new installation and repair to assigned field technicians. The systems specialist will ensure that all workflow orders and trouble tickets are resolved and closed to meet public utility and FCC reporting requirements. The incumbent is responsible for collaborating with other functional departments to ensure that services delivered to the customers are closed in the CostGuard Billing System to ensure billing accuracy for services rendered.

Responsibilities

The Employee will:

• Know and uphold the established IT&E Mission, policies and procedures, Department and Division objectives, quality assurance and safety programs and standards.
• Provide technical support to Internal, Enterprise and Consumer customers In Store, On Site, and over the phone.
• Ask correct probing questions to determine nature of the problem and relevant issues.
• Utilize SOFT skills to break down technical jargon into simpler terms for customers and users to understand.
• Effectively communicate via phone, in-person, and email.
• Log all interaction with customers and users.
• Process all New Install, Feature Change, Relocation, and Disconnection work orders.
• Use various systems to provision services for customers and equipment such as: Calix, Metaswitch, GPON, etc.
• Work with team to ensure monthly disconnection and reconnection are done in a timely manner.
• Monitor network stability and report critical issues to appropriate parties.
• Effectively utilize different tools to troubleshoot Internet issues.
• Follow up with customers to verify issues are resolved and service is restored.
• Utilize ticketing system to ensure all tickets are resolved in a timely manner.
• Escalate issues to other teams, as needed.
• Assist other departments with tasks such as: Troubleshooting C-Block and protector to identify line condition and attainable speed, re-provisioning residential/business accounts, Grandstream configuration, fiber modem configuration (ONT), T-Metrics, POS, etc.
• Install, configure, and troubleshoot a wide range of computer, telecom, and AV systems and equipment such as: PC hardware, printers, LAN, WAN, Office 365, Google Earth, Windows OS, Modems, Routers, Projectors, TVs, Roku, etc.
• Maintain inventory of hardware and software equipment.
• Maintain multiple database integrity and ensure accurate and complete information per customer, (NOIDU, SMARTRG, Adtran ACS, IDI, etc).
• Generate reports to help track department metrics and business data.
• Create, maintain, and update SOPs.
• Perform other duties as assigned by the Supervisor.

Required Qualifications, Capabilities, And Skills

• High School Diploma and/or certificate of completion from a Technical Program
• One year of proven relatable technical work experience and two years of customer service experience.

Preferred Qualifications, Capabilities, And Skills

• Associate degree in the Information Technology field from an accredited college or university

• Two years of Help Desk or similar work experience
• Three years of customer service experience
• CompTIA A+ Certification
• Network Pro Certification

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical activity of this position includes repetitive motions – making substantial movements of the wrist, hands, and/or fingers.

The physical requirements of this position involve sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

For visual acuity requirements including color, depth perception, and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; visual inspection involving small defects, small parts, and/or operation of machines.

Working Conditions

The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

About IT&E

Formerly Micronesian Telecommunications Corp, IT&E was a part of Verizon International. CITADEL acquired IT&E in 2005 after successfully navigating the US CIFUS process and the Federal Communications Commission. In 2006, a partnership was established with Sumitomo Corporation, one of Japan’s largest trading houses, which invested in the company as part of its telecommunications push. The company acquired IT&E in Guam, and together, became the largest wireless provider in Micronesia. The entire company was renamed IT&E. IT&E was the first in the region to offer 3G services with the launch of CDMA EVDO in 2009. It soon followed with the launch of 4G LTE in 2011.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.

As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information. IT&E is a Drug Free Workplace.