I&R Business Specialist

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Job description

I&R Business Specialist

Are you passionate about making a difference in people's lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? Then you should join the Hargray team as an I&R Business Specialist!

The I&R Business Specialist utilizes experience, technical aptitude, critical thinking and proven techniques to provide our business customers with technology solutions in all areas they require. You will additionally be required to splice, maintain and repair all underground, direct bury, and aerial cables used to supply Telephone, CATV and High Speed Data services.

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 700 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

Duties and Responsibilities: Including but not limited to the following.

• Responsible for deploying, maintaining, and supporting VOIP systems.
• Troubleshoots and resolve highly complex customer telecommunication system problems.
• Provides technical expertise to the Help Desk and Installation and Repair teams regarding telecommunication problems.
• Designs, installs, maintains, and documents customer's technology and communications needs, to provide excellent service exceeding the customer's expectations.
• Researches and discusses new customer facing technologies with other team members for future implementation in projects.
• Works together with other team members to provide 2 nd level support to field techs, internal support techs, sales team and customers.
• Works with internal sales team and other team members to qualify customer's needs and present an optimal solution.
• Clearly documents customer's networks using Microsoft Visio, both in the design and technical support role.
• Communicates with supervisor on status of projects, achievements, or issues relating to current tasks.
• Communicates independently, effectively, clearly and professionally with customers, managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
• Answers operational questions clearly and succinctly, and resolves problems applying knowledge of system/network hardware, software, and procedures.
• Works as primary point of contact for Hargray built networks; also provides escalation support for maintenance customers.
• Provides voice and server consulting as needed.
• Provides training and assistance for new employees; participates in cross training.
• Orders and tracks equipment for Installs and truck stock for their region
• Provides daily and weekly reports of installation activities
• Performs other related duties as assigned to ensure effective operation of the department and the Company.
• Demonstrates subject matter expertise regarding the latest technologies.
• Actively participates on Call Triage Team.
• Provides help desk support including analyzing and resolving end-user issues.
• Performs other duties as assigned.

Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.

• Bachelor's Degree or equivalent experience.
• 5 years' experience working with VIOP systems.
• 3 years' experience working with Microsoft Operating Systems.
• 2 years' experience working in a VMware environment.
• 2 years' experience installing switching/routing equipment.
• Knowledge of various technologies, including networking, hardware, software, peripherals, network applications, and security.
• Experience with installing, configuring, and administering a broad range of technologies.
• Proven technical troubleshooting skills and logical problem solving.
• Excellent organization, time management and follow up skills and the ability to manage several projects simultaneously.
• Working knowledge and or proficiency in trouble shooting and working with Ethernet networks, TCP/IP connections, routing protocols, Wi-Fi, VOIP Codec's and HFC networks.
• Familiarity maintaining and troubleshooting computers and network related technologies including Apple and Windows based operating systems, TCP/ IP, DNS, hardware and software firewalls, routers and unified threat management solutions, and 802.11B/G/N Wi-Fi technologies.
• Valid drivers' license with history of safe driving record.
• Ability to work off-peak hours to respond to customer needs.
• Experience with Remote Monitoring and Management Tools (RMM).
• Proven ability to manage multiple tasks/projects as well as leading departmental initiatives.
• Provide project and technical lead on VOIP project assignments.

EOE/ Disability

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