Job Description

WHO WE'RE LOOKING FOR

The Telecommunications Technician III reports directly to the Manager, Networking and Telecommunications. This position will provide installation, maintenance and operational support for CapMetro’ s telecommunications solution. This position is responsible for prioritization of task assignments and project goals, hands-on problem solving, installation and maintenance of telecommunications hardware and software, and related adjunct systems, research, documentation, customer support and training. This role is also responsible for providing customer focused service and building positive and constructive relationships with stakeholders and customers, by understanding their needs, problems, and providing timely communication and service.

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

Customer Service

• Diagnose and resolve customer issues.
• Train internal customers on telecommunications systems and basic troubleshooting.
• Manage user access to telecommunications systems.
• Develop documentation for processes, training, troubleshooting, etc.
• Provide after hours on-call support.
• Partner with stakeholders to undertake full ownership of the systems and projects assigned and become proficient in the technical and functional aspects of these systems.
• Maintain a safe working environment at all times.
  

Telecommunications Hardware Management

• Assist in installation and minor maintenance.
• Assist in contracted maintenance and license management.
• Perform research for emerging technologies and make recommendations.
• Assist in inventory maintenance and documentation.
• Maintain and configure telecommunications systems management infrastructure for updates, patching, etc.

Telecommunications Software Management

• Assist in installation of upgrades and minor maintenance.
• Assist in inventory maintenance and documentation.
• Maintain telecommunications systems security (patches, anti-virus, access control, etc.).
• Maintain and configure telecommunications systems management application for updates, patching, etc.
• Maintain cloud-based call center resource management administration

Telecommunications Adjunct Administration

• Maintain and support telecommunications adjunct systems in conjunction with service providers.
• Provide support for functionality, reports, queries, interfaces, and system integration in support of business needs for (but not limited to) the following applications:
  • Public Address System
  • Announcement Devices
  • Outside Ringers / Indicator Lights / Call Boxes

User Provisioning Lead

• Create, modify, disable and delete user accounts and their profiles for the telecommunications system and adjuncts.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
• Perform other duties as required and/or assigned in support of the CapMetro Strategic Goals and the IT Vision, Mission, and Objectives aligned to these goals.

WHAT YOU BRING

• Bachelor’s degree in Telecommunications or related field. Related experience may be substituted on a year-for-year basis for up to two (2) years.
• Six (6) years of experience resolving telecommunications hardware and software problems in a networked environment, including five (5) or more years of experience in supporting and administering telecommunications solutions.
• Proficient experience using Microsoft Office 365 applications such as Excel, Word, SharePoint.
• Experience with direct end user support in a customer service role.
  

Knowledge, Skills and Abilities

• Knowledge of telecommunications systems analysis, troubleshooting and repair skills
• Ability to use a personal computer in a networked Microsoft Enterprise environment
• Ability to use basic cable testing equipment
• Ability to teach software usage and solve user problems and to identify and resolve telecommunications systems problems.
• Good oral and written communication skills and ability to establish and maintain effective working relationships.
• Ability to coordinate several diverse job requirements and projects.
• Ability to maintain and support a telecommunications system in conjunction with the providing vendor

WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.

Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 70 lbs. with assistance, perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Regular and predictable attendance at assigned work location is an essential function.

Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status:
As a Hybrid position, onsite presence is guided by team collaboration needs, customer and front-line team member interactions, and role responsibilities. People leaders will set expectations for onsite presence; however, incumbents are generally encouraged to work 8 to 12 days in office per month. Mobility status is subject to change at any time based on business needs or organizational decisions.

COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY
CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.