Job Summary:

The Telecom Engineer performs various kinds of installation, maintenance, administration, and repair work on diverse telephony systems and VoIP systems, both on-site as well as remote, for both Softrim provided systems and non-Softrim provided (existing client) systems alike. A significant amount of time will be spent on independent troubleshooting activities on unique customer problems, customer satisfactions, compliance of systems to original specifications, projects, and service work.

Responsibilities:

• Maintain and utilize a superior knowledge of all telephony systems and VoIP systems, with proven proficiency in all aspects for both Softrim provided systems and non-Softrim provided (existing client) systems alike
• Maintain an open line of communication regarding project milestones, events, outstanding issues, and customer follow-up
• Maintain technical documentation and notify management of any information that requires an update, including assisting with identifying gaps in documentation and collecting missing information

• Field/Remote oversight and support of any assigned telephony projects, both local and remote
• Develop and maintain project relationships by providing quality service and ensuring satisfaction
• Coordinate with other departments and maintain positive working relationships across the organization to ensure timely project delivery, including keeping projects on schedule and budget
• Proactively resolve cross-functional and cross departmental issues at the project level and escalate issues when necessary; provide regular and as requested status updates
• Read blueprints and ensure that projects are properly installed according to plans

• Install, operate, maintain, modify, and repair analog and VoIP based systems, both local and remote
• Pull, terminate, neatly label, and test all standard industry cable types in a variety of topologies
• Troubleshoot call routing issues and equipment failures, dealing with voice and data network outages, working with voice and data carriers in the event of outages, and troubleshooting
• Work with voice and data carriers as needed on cut overs and for service outages

• Provide post-installation on-site or remote training sessions on the usage of telephony and/or VoIP components, systems, and peripherals
• Provide on-site or remote technical support on telephony and/or VoIP hardware/software, both local and remote, including on-call support (per rotation schedule)
• Provide backup on-call support as needed to fellow On-Call Technicians

• Accurately document all interactions during a call in notes using a descriptive summary with troubleshooting steps performed following company standards
• Accurately record all time for work performed following company standards
• Provide information to sales/operations team based on customer feedback
• Attend all required meetings and functions as directed by management
• Maximize billable status for work performed
• Adhere to budgetary and scheduling guidelines

• Maintain full system database backups and current software/firmware maintenance on all existing access control and digital security surveillance systems
• Maintain and confirm that all databases, firmware, documentation, network information, and photos for both access control and digital security surveillance systems are stored in a file unique to the specific customer in the approved Softrim file repository; these files will be maintained on a monthly basis

• Perform detailed site surveys and provide proper documentation of all items necessary, including but not just limited to telephony systems and VoIP systems, to include photo and written documentation of scope, gathering of drawings or plans, and working with other departments to assess their potential needs as well

• Transport, maintain, store, and safely utilize tools and implements including ladders, lifts, hoists, dollies, sawzalls, and other cutting instruments, punch-down tools, fasteners, drills, etc.
• Understand topology concepts such as IDF, MDF, riser, conduit, line-of-sight, etc.
• Practice workplace alertness and adhere to OSHA safety guidelines to minimize the risk of workplace injury
• Safely operate company-owned automobiles (when used)
• Protect the interests and reputation of the company through superior personal conduct on and off the job

• Continuous learning and support of any technologies used in Softrim’s typical client locations
• Provide training as needed on any products or systems, existing or new, to existing technicians and new hires to the Telecom team
• Cooperate with project teams to prepare for field deployment, including but not limited to attending project handoff meetings
• Triage and assess the status of any new incoming service calls, and work closely with the Scheduler as to the proper means (remote, on-site) and urgency of the matter
• Lead the after-action review on any assigned telephony projects to ensure their whole and correct completion, including but not limited to final system checks, customer training, retention of project databases, and assessment of project implementation
• Other tasks as assigned by supervisor

Requirements:

• 10+ years of related experience specific to telephony technologies required
• 3+ years of related experience specific to hosted VoIP systems such as CoreDial, 8x8, Allworx, or RingCentral preferred
• 3+ years of customer service experience, preferably in a technical environment, is a plus
• Substantial experience installing, programming, testing, and repairing telephony systems and VoIP systems from start to finish

• Travel to various projects sites state and nation wide as needed
• High School diploma or equivalent required
• Valid FL Driver’s license with clean driving record
• English language (fluent), Spanish language a plus but not required

Essential Skills:

• Working in a structured and disciplined manner to complete assignments on schedule.
• Functioning independently with little or no direct supervision.
• Multi-tasking, using independent judgement, and following complex instructions.
• Adapting and responding to ever changing work situations and environments.

• General understanding of the basics of IP networking
• Working knowledge of LAN and WAN technologies
• Knowledge of hosted PBX environments
• Good handwriting and reading skills

• Exceptional team working skills
• Exceptional analytical and problem-solving skills.
• Exceptional organizational and time management skills.
• Exceptional customer service, communication, and interpersonal skills.

Dress Code:

Softrim-logoed standard shirt, full-length work slacks/jeans with belt. No shorts and no pants with holes or rips. Must maintain professional personal hygiene and appear in clean clothing at the beginning of each shift.

Work Location: Company office in Estero, FL, construction job sites, and service areas.

Supervisor: Director of Low-Voltage Construction and Services

Employment Terms: Full-time, Non-Exempt, Hourly. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are from 8:00 a.m. until 5:00 p.m. with two (2) 15-min. breaks and one (1) lunch, Monday thru Friday, excluding company-observed holidays. Some weekend and after-hours work is required. Local travel, travel to construction sites, and service areas (local and remote) is required.