The UC/Collaboration Technician role will be the primary resource responsible for planning, configuring, and implementing unified communications and collaboration solutions, such as Microsoft Teams and Zoom, along with IP Paging solution projects. This individual will oversee all project aspects, beginning with meetings with Sales to discuss the solutions sold, followed by consultations with the customer to review configuration and implementation details, acting as the lead technician throughout the project’s duration. They will coordinate scheduling needs with Telecom’s project/service coordinators, conduct final reviews, perform quality control checks, and ensure client satisfaction with the project outcomes. Additionally, they will manage other technical resources supporting their projects and serve as the main liaison between Telecom and the customer, as well as any third parties involved.  

Additionally, this role will provide ongoing support to clients for unified communications, collaboration solutions, IP paging systems, and legacy phone systems, both remotely and on-site. It will act as an escalation point for support tickets that Tier 1 Helpdesk technicians are unable to resolve. Using their expertise, they will troubleshoot and resolve technical issues, as well as handle moves, additions, and changes. They will work closely with Telecom service coordinators to schedule tasks and collaborate with vendors, manufacturer support, and internal Solutions Architects to tackle complex issues and meet support needs.  

This role will act as a backup for TeleCom’s MSP/IT Tier 2 technicians, who handle projects and offer support to clients regarding IT and Managed Services technologies. 

Responsibilities:  

• Represents TeleCom with a professional appearance and demeanor.  

• Communicates/collaborates well with others – Team Player 

• Ability to systematically and logically troubleshoot issues. 

• Providing clients with a high level of satisfaction by maintaining quality.  

• Understanding and knowledge of TeleCom’s technology tools, such as CRM, Remote access tools, laptops, and communication applications. 

• Keeping up to date and maintaining a “pulse” on your current/upcoming schedule regarding scheduling, priority, progress, and status. (managing your daily schedule) 

• Maintaining consistent communication with others regarding needs of scheduling, changes, progress, assistance needed, questions, and other needs (Team communication – to other techs, Coordinators, Sales, and Managers) 

• Keeping a consistent pulse and being responsive with email and other messaging platforms to keep up to date with internal and external communications (Telecom internal and Clients) 

• Basic understanding of ConnectWise PSA Projects, Tickets, Dispatch Board, and Time/Expense tracking entries. 

• Ability to consistently review, understand, and maintain ConnectWise PSA tickets work scope, notes, instructions, attached products, configurations, and attachments (all components of a CW Ticket) 

• Responsible for prompt and accurate ConnectWise PSA Project/Ticket updates to discussions, internal notes, and resolutions; clearly communicating what is needed, what work was completed, updates, statuses and summaries of work still needed. 

• Responsible for submitting ConnectWise PSA Time and Expense reports on a weekly basis, according to the TeleCom policy. 

• Responsible for maintaining up to date and accurate internal customer documentation. 

• Documenting common technical issues for our technical library (i.e. “SOPs”, “How to Guides”)  

• Successful completion of training and certifications needed for designated role 

• Communication of new ideas and suggestions for improvement, needed tools, different parts, different technologies, procedures, or any issues. 

• Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry. 

• Pass on any feedback or suggestions from customers to the appropriate internal team  

• Participating in the weekly Operations Department L10 meetings.  

• Participating in Quarterly Department Planning Meetings with Technology/IT staff.  

• UC/Collaboration Solutions/IP Paging Projects – Act as the Project Manager/Lead technician on all assigned UC/Collaboration Solutions projects  

• UC/Collaboration Solutions/IP Paging Projects -Primary liaison between the Customer and Telecom (project/service coordinator and sales) for designated Projects. Centralized communications to avoid too many people involved. 

• UC/Collaboration Solutions/IP Paging Projects – Responsible for following the “Telecom Project Process”. 

• UC/Collaboration Solutions/IP Paging Projects – Owning/Leading/Lead technician of the designated implementation for UC/Collaboration Solutions projects  

• UC/Collaboration Solutions/IP Paging Projects -Managing resources assisting with help on the process/phases/aspects of UC/Collaboration Solutions projects  

• UC/Collaboration Solutions/IP Paging Projects -Collaborate with Telecom project/service coordinator on scheduling self and other technicians needed for normal work and special after-hours work, cutovers, different phases, etc. 

• UC/Collaboration Solutions/IP Paging Projects -Collaborate with Telecom project/service coordinator on products (parts) and when they are needed for projects. 

• UC/Collaboration Solutions/IP Paging Projects – Meet/collaborate with customers/vendors/third parties for information collection and scheduling of the implementation of the project. 

• UC/Collaboration Solutions/IP Paging Projects -Provide consistent communication to the Telecom Account Manager on status/progress/needs/issues on the project. Any major issues, concerns, adds, or changes should be communicated prior to moving forward. 

• UC/Collaboration Solutions/IP Paging Projects -Provide consistent communication to the Telecom project/service coordinator on status/progress/needs/issues/manpower needs on the project. 

• UC/Collaboration Solutions/IP Paging Projects -Provide consistent and frequent progress report to Customer/Third parties involved. 

• UC/Collaboration Solutions/IP Paging Projects -Maintaining a pulse on all assigned projects to make sure they are running effectively, and timelines are met 

• UC/Collaboration Solutions/IP Paging Projects -Keeping daily logs of project progress on the project ticket in ConnectWise 

• UC/Collaboration Solutions/IP Paging Projects -Working directly with customers/Telecom Sales on change orders. 

• UC/Collaboration Solutions/IP Paging Projects -Evaluate any issues or problems on the project and collaborate with Operations leadership Team to implement methods of future improvement. 

• UC/Collaboration Solutions/IP Paging Projects -Maintaining/Reviewing parts on projects to confirm accuracy. 

• UC/Collaboration Solutions/IP Paging Projects -Maintaining/Reviewing time entries (including resources assisting) on projects to confirm accuracy. 

• UC/Collaboration Solutions/IP Paging Projects -Final review of the project to confirm everything is completed to the customer expectation and the Telecom standard, in collaboration with Telecom Account Manager (as needed). 

• UC/Collaboration/IP Paging/Legacy Services -Serve as the lead technician to resolve customer issues and act as the primary liaison between the client and Telecom service coordinators and account managers for the assigned support ticket. 

• UC/Collaboration/IP Paging/Legacy Services -Serve as the primary point of communication for customers, vendors, and other third parties regarding the progress and status of support issues. 

• UC/Collaboration/IP Paging/Legacy Services -Responsible for following the “Telecom Ticket Process”. 

• UC/Collaboration/IP Paging/Legacy Services – Keep the Telecom service coordinators informed with timely and effective updates on the status, progress, issues, and any additional technical resources or parts needed for assigned tickets. 

• UC/Collaboration/IP Paging/Legacy Services -Keep the Telecom Account Manager informed with regular updates on the status, progress, and needs concerning any major or ongoing service issues affecting their clients. 

• UC/Collaboration/IP Paging/Legacy Services -Serve as an escalation resource for TeleCom’s Helpdesk/Tier 1 Technicians 

• UC/Collaboration/IP Paging/Legacy Services -Provide resolution information to Tier 1/Helpdesk technicians to enhance their knowledge and understanding. 

• Act as a backup/alternative resource to TeleCom’s MSP/IT Tier 2 Technician role – providing basic “Moves/Adds/Changes” of client’s end users, devices, and Microsoft permissions. Providing basic support for client’s “Line of Business products” and networking/connectivity support/troubleshooting. 

• Participating in on call rotation (one week per month) 

Skills Required:   

• Professionalism: Consistently maintains professionalism in appearance and conduct.  

• Team Player: Demonstrates teamwork and adaptability in various work environments.  

• Self-Motivation: Self-driven and ownership of responsibilities 

• Proactive: Plans and thinks ahead about the next steps 

• Technical Problem-Solving: Proficient in researching and resolving technical issues.  

• Detail Oriented: Meticulous notetaking skills, create check lists and instructional documents  

• Information Retention: Ability to consistently retain information and knowledge  

• Adaptability: Independent learner capable of embracing and supporting evolving technologies.  

• Deadline-Driven: Accomplished at working within deadlines while ensuring high work quality, demonstrating exceptional prioritization, and multitasking abilities.  

• Communication Proficiency: Excellent oral and written communication skills, essential for effective interactions.  

• Customer Focus: Effective communication and organizational skills, including exceptional customer service abilities.  

• Task Management: Effective multitasker with strong prioritization skills, able to adjust to changing priorities.  

• Pressure Resilience: Thrives in time-sensitive situations, displaying adaptability with a positive attitude.  

• IT Proficiency: Desktop and mobile devices, along with basic business applications such as (Outlook, Word, Excel, Visio, etc.).  

• Intermediate knowledge of Next Gen Firewalls and their features. 

• Intermediate knowledge of layer 2 and layer 3 switching. 

• Basic knowledge of enterprise Wi-Fi. 

• Experience troubleshooting Windows 10/11. 

• Experience with Windows server features (including DNS, DHCP, AD) and basic troubleshooting knowledge. 

• Experience with documentation manager, PSA, and RMM applications. 

• Experience with M365/Entra. 

• Experience with being a point of escalation for other technicians. 

Qualifications:   

• Valid Driver’s License.  

• Clean Background check. 

• Proficiency in English  

• Self-Starter/ Driven/ Passion for technology 

• Systematic and logical troubleshooting ability 

• Basic knowledge of implementation and support of IT/Networking technology/solutions 

• Comprehensive knowledge (or ability to quickly learn/retain) of implementation and support of Unified Communications solutions/services 

• Comprehensive knowledge (or ability to quickly learn/retain) of implementation and support of VoIP Paging solutions 

• Comprehensive knowledge (or ability to quickly learn/retain) of implementation and support of Collaboration Solutions (Microsoft Teams/Teams Rooms/ Zoom) 

• Degree or Technical Certification in Computer/Networking/IT related technology (*not required if adequate IT/Networking experience) 

• Ability to complete manufacturer/technical Certified Trainings – ZCSE (Zultys Certified Systems Expert) 

• Ability to complete other manufacturer/technical Certified Trainings related to role 

Work Environment/Demands:   

• Flexibility of work schedule for non-business hours work (outside of 8am to 5pm/ M-F)  

• The employee must demonstrate regular and on-time attendance.   

• Daily commuting to TeleCom’s headquarters in Hellam, PA and client locations as needed/scheduled.  

• Working in-house (Telecom headquarters), remote locations, and in the field (client locations). 

• The standard work environment for this position includes indoors/outdoors business offices, production facilities, construction environments, and other types of commercial business locations. 

• While performing the duties of this job, the employee is regularly required to sit, talk, or hear, use hands, stoop, kneel, bend, rotate, push, pull, reach with hands and arms on an intermittent to regular basis daily. The employee is required to stand and walk.   

• Ability to use a computer and/or hand tools while sitting or standing for extended periods of time.  

• Be able to work in construction type environments and access projects where uneven and cluttered conditions may exist.  

• The noise level in the work environment is usually moderate.   

• Must regularly lift and/or move up to 50 pounds and frequently lift and/or move up to 25 pounds.   

• Ability to access and work at areas of height, such as ladders, man-lifts, scissor lifts, and roof tops (utilizing proper fall protection)  

• There could be a requirement of occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required. The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. 

Benefits:  

• Company provided vehicle 

• Company credit card for fuel and expenses  

• Company provided annual clothing allowance 

• Company provided specialty tools 

• Company provided mobile smart phone 

• Paid medical insurance for employee 

• Simple IRA Plan 

• Paid time off 

• 9 paid holidays per year  

• On the job training  

• Other technology opportunities  

• Options for Overtime