JOB DESCRIPTION
Job Summary:
This position holds compliance obligations with various manufactures and vendors that impose specific technical training and vendor-provided certification specializing in their product/service. These certifications must be achieved within the probationary period and maintained throughout employment as a wireless technician.
Essential Duties and Responsibilities:
The Employee will:
Know and uphold the established IT&E mission, policies and procedures, IT&E and department objectives, quality assurance and safety programs and standards.
Participate in all training and continuing education events for products, services, device development, repair and troubleshooting.
Work shift schedule and irregular hours as operationally required at any of the company’s sales and support centers, temporary locations, and special events
Provision products and services in the company’s portfolio including but not limited to: Cellular handsets, mobile hotspot, Fixed Wireless Solutions, Smart Home Solutions, WiFi, Mobile Broadband, Long-distance, International Roaming, Push-to-talk, Messaging, IPTV, and OTT services.
Perform specialized technical work for Apple related support including device troubleshooting, initial set-up, warranty repair, and out-of-warranty repair. Employee MUST achieve and maintain Apple certification as a requirement of this position and as required by Apple for IT&E’s overall compliance.
Providing Samsung after-sales support and service including warranty and out-of-warranty repairs, device troubleshooting, initial set-up, data transfers. Employee is expected to achieve Samsung Certification for after-sales support, repair certification, Layer-1 certification, and VOC.
Perform troubleshooting and service verification across different platforms.
Issue recommendations to end users based on device troubleshooting and inspection according to warranty coverage and eligibility.
Perform surveys of customer premises relative to service feasibility and suitability determination.
May be detailed to participate in capital project work related to customer experience or new device/service launch as needed.
Responsible for the timely engagement of customer trouble tickets and continuous contact with customers to ensure expectations are managed. Also, responsible for trouble ticket reporting and analysis.
Coordinates with the NDET team on trouble report classification, returned device monitoring, NFF prevention (no-fault-found). Also assists NDET team with troubleshooting activities that are customer affecting.
Participates in company offered training, inter-departmental training, cross-functional training initiatives for upward mobility.
Maintain various records. Performs routine posting and filing activities. Prepares, maintains and/or submits daily and monthly reports in conjunction with standards of performance, requisitions, receipts and other related forms.
Performs routine office and work station housekeeping and appearance duties
Perform other related duties or tasks as assigned or required.
Minimum Qualification Requirements:
Education: Associate’s degree from an accredited college or university in telecommunications related program or diploma with equivalent technical.
Work Experience: Two years of experience in customer service role or one year in a technical support role in the telecommunications industry to include ISP type organization. A combination or education and experience will be considered.
Licensure/Certification/Professional Association:
Physical Demands |
Talking: expressing ideas by means of the spoken word. Hearing: perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound. The physical requirements of this position involve light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls require exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. For visual acuity requirements including preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection). using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes. |
Important Information about COVID-19 Vaccination
Our Company has a mandatory vaccination policy in place. If you receive an offer of employment from our Company, you will need to provide proof that you are or will be fully vaccinated by January 4th, 2022 (fully vaccinated status means you have received two doses of a two-dose series, or one dose of a single dose series, and it has been two weeks since your last dose). Our Company provides reasonable accommodation for approved medical or religious exemptions. If you feel that you have a qualified medical or religious exemption to this policy, you must speak with HR to begin the interactive process. Noncompliance with our mandatory vaccination policy will result in disciplinary action, up to and including termination or revocation of the offer of employment.
As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information.
IT&E is a Drug Free Workplace