[Hiring] Technical Coordinator @Velocity

Role Description

Velocity is seeking to hire an experienced Technical Coordinator. This position reports to the Manager, Service Delivery – Circuits and Voice Services and is responsible for interacting with customers and collecting information that will be used by the Technical Analysts when installing and troubleshooting technical issues for our customers. This position is responsible for coordinating all aspects prior to the Test and Turn Up of newly installed circuits and the cutover of existing equipment on the network for solutions we deploy to customers. Ideal candidate must be able to work M-F from 9am-5:30pm EST.

Primary Duties and Responsibilities

• Acquisition and Deployment
  • Collaborate with Technical Analysts for TTU/Cut Over dispatches.
  • Work with Customer Success Managers and vendors to help with the deployment of the customers’ solutions.
• Operational Management
  • Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.
  • Provide technical leadership and maintain accountability until issues are resolved to the business’ satisfaction.
  • Work with internal and external technical and service teams to create and/or update knowledge base articles and runbooks to provide improved operational support.
  • Ensure compliance with infrastructure standards and security.
  • Gathering information for Technical Analyst 2 to aid in designing complex solutions per customer’s requirements.
  • Effective communication with project stakeholders.

Qualifications

• Ability to troubleshoot using the OSI model.
• Working technical knowledge of voice infrastructure, systems, software, and voice hardware.
• Ability to think through problems and visualize solutions.
• Knowledge of application, transport, and voice infrastructure.
• Ability to create accurate diagrams and documentation.
• Ability to design solutions in accordance with customer expectations.
• Provides specific detailed information for hardware and software selection.
• Ability to quickly learn about new or unfamiliar technology and products using documentation and internet resources.
• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.
• Strong understanding of the organization’s goals and objectives.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to work with and communicate effectively with all levels of staff within Velocity, customer, and vendors.
• A self-starter able to work independently but comfortable working in a team-oriented, collaborative environment.
• Dependable and flexible when necessary.

Requirements

• Associate degree in information technology, Computer Science, Engineering, Communications, or applicable work experience.
• IP Network troubleshooting experience.
• LAN and WAN experience.
• Knowledge of protocol and packet analysis.
• Understanding of NAT.
• Understanding of copper/fiber, ISDN, T1, wireless.
• Background in cloud-based communication solutions like Office 365 and Microsoft Teams.
• Technical writing experience.
• Understanding of Ethernet cable and phone line termination.
• General Telephony understanding (PSTN, POTS, PRI, TDMs, SIP).
• Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position.

Preferred Experience and Certification

• At least 2 years of experience troubleshooting enterprise network systems.
• Understanding of Voice/VoIP service.
• Understanding of subnetting within WAN & LAN environments.
• General understanding of VOIP.
• Product and/or Service Development experience suggested.

Key Competencies

• Demonstrate the ability to work in a team atmosphere.
• Provide subject matter expertise as required.
• Provide feedback on continuous improvement.
• Ability to work independently with little supervision.
• Demonstrates ability to work in a fast-paced working environment.
• Demonstrate knowledge and skill in using discretional judgment and organizational ability as well as being adaptable and versatile to perform different duties.
• Demonstrate the ability to work cooperatively with other departments and cross-functional teams to present a proper image of the organization to the public, visitors, and all employees.
• Demonstrate knowledge of strong verbal and written communication skills.
• Demonstrate the ability to maintain confidentiality with Company information.
• Professional personal presentation.
• Demonstrate organizational, planning, and attention to detail skills.

Benefits

• Medical, Dental, Vision.
• PTO & Paid Holidays.
• Paid Sick Time.
• Paid Parental Leave.
• 401K – with Employer Match.
• Company provided Life Insurance, Short/Long-Term Disability.
• Supplemental Benefits Available.