What are the responsibilities and job description for the Network Technician - Junior - travels site to site position at Tri-Com Consulting Group?
Key Responsibilities
Answer incoming calls, tickets, and service requests related to telecommunications issues including:
Answer incoming calls, tickets, and service requests related to telecommunications issues including:
- Desk phones, softphones, headsets, and mobile endpoints
- Voicemail, call forwarding, hunt groups, and auto-attendant issues
- Basic Microsoft Teams Phone or legacy PBX support
- Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.
- Create, classify, and update incidents within the ticketing system accurately.
- Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.
- Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.
- Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.
- Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.
- Document recurring issues and recommend updates to knowledge base articles.
- Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.