Location: all cities,TX, USA
WORK DESCRIPTION:
This position will build and maintain the database for 1:1 accountability for the Wireless solution using LTE sim cards, Hotspot, phones, and pagers. Work closely with the following carriers: ATT, Spoke, T-Mobile and Verizon. This position will maintain the lifecycle of this equipment through deployment, upgrading and offboarding including legacy equipment previously issued. This position will develop a solution to identify Business Units (BUs) for each mobile account issued. This position will take over these responsibilities and make Wireless LTE assets a billable, trackable, auditable, and accountable service. This position will also work with the Desktop team to track out of warranty desktop and laptop equipment on the network and schedule it for replacement by the PCaaS team.
Primary Roles and Responsibilities
• Technical Support
o Provide end-to-end coordination of cellular outages
o Provide hands on cellular support for users onsite as needed
o Contact employees to schedule replacement of out of warranty equipment
o Work with PCaaS and Desktop Support teams as needed
o Gather/verify requestor contact information
o Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
o Triage and troubleshoot customer cellular issues with callbacks; Escalation point as Tier 3 Support
o Perform call-backs within target-response-times
o Monitor ServiceNow queue
o Update/escalate tickets as appropriate
o Monitor cellular systems for problems/alerts
o Determine cellular product equipment needs and make recommendation for purchases.
o Research technology solutions to address cellular product needs.
• Documentation – systems and processes
o Document, update, test, and publish processes/procedures for duties performed in role
o Participate in developing and testing knowledge management content (knowledgebase)
o Assist Desktop and Service Desk resources with knowledge management activities
• Training & Development
o Attend product training as deemed appropriate
o Maintain awareness of IT quality programs and standards
WORKER SKILLS AND QUALIFICATIONS (Required)
Minimum (Required): Specific minimum skills for this Contract Position
Years Skills/Experience
YES Graduation from an accredited four-year college or university with a degree in Business or Management, Engineering, computer science, computer information
systems, or management information systems. Experience may substitute for education up to four (4) years.
4 Worked with a government entities business practices and relevant business needs
4 Provide professional technical customer service to users.
4 Schedule, document, and close work orders via support software
4 Proficient in Microsoft Outlook, Excel, Word, Project, Power Point, SharePoint, and
Visio, WebEx
4 Proficient in change management methodologies
4 Proficient in presenting to multiple levels within an organization
Valid Texas Class C Driver License.
Preferred (Optional): Preferred skills for this Contract Position
Years Skills/Experience
3 Experience with projects related to inventory control, including but not limited to: LTE, Desktop, Laptop and Software
3 Experience working with remote teams
3 Experience with LanSweeper
3 Experience tracking and monitoring a company's technology asset inventory
3 Familiarity in working with a utility entity