Seeking an experienced technician to join our awesome team of local customer service agents that manage and coordinate all aspects of client solutions across North America and Canada.
Do you have a friendly, outgoing positive can-do attitude with exceptional communication & customer service skills? (like Disney/Ritz Carlton team members.)
Tech Service Today is a successful, well-established firm that provides IT, Telecom and Cabling services all across the US and Canada. We service some of America’s best-known companies and we are exploding with growth. Our success is predicated on providing excellent service – our service is predicated on great people. Due to our growth we are seeking to add a dynamic, highly skilled, responsible, motivated and driven Low Voltage Cabling, Network, Fiber, VOIP/PBX, Senior Help Desk Technical Project Manager to our fast-paced team.
This is a full-time position that starts out as temporary and quickly converts to a permanent role after 30 - 90 days. Once permanent the positions offer excellent benefits including 100% coverage in health, dental, & vision insurance, 401K plus match, company cell phone service, nationwide gym membership and more. Come join a winning team!
Provide technical assistance with structured cabling, telecom systems, networks and computer hardware/software, PBX systems & web-based IP phone systems. This assistance will be provided via phone or video conference to Field Technicians. Escalation of technical issues for projects and deliverables.
Assist technicians in resolving issues via phone or electronically.
Provide Internal IT desktop, network, and phone support for IP based hardware.
Extensive email correspondence and notation of all interactions.
Ownership of projects assigned - responsible & accountable for entire project from beginning to end
Responsible for scheduling, coordination, implementation, control and completion of projects ensuring timelines are met and within budget.
Develop project proposals, statements of work (SOW), change management forms, and other project management best practices.
Notate and maintain meticulous records, attend daily status meetings, manage and respond to ticket queues of multiple projects at various stages of development.
Develop accurate and informed project schedules using the correct tools (i.e. Field Point, Salesforce, Excel, & Google Docs).
Estimate the technical resources and participants needed to achieve project goals.
Identify and resolve issues and conflicts within the project team and escalate as needed.
Identify and manage project dependencies and critical path.
Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
Assist in defining project success criteria and disseminate them to involved external and internal parties throughout project life cycle.
QUALIFICATIONS & NECESSARY SKILLS:
Must live in or Palm Beach County or Broward County within 25 miles of our headquarters in Boynton Beach, FL
Strong DHCP and IP networking skills, WAP installs, routers, VOIP, PBX Systems configuration experience, PC skills supporting other desktop users including but not limited to re-imaging, BIOS work, loading, installing and configuring drives, Windows 10 and more. Must have Tier 2 level support experience for all of the above.
Strong experience required in data and telecom cabling including but not limited to installations and terminations in: Cat 5, Cat 6, Fiber optics, coaxial, CCTV systems . Must have Tier 2 level in the field experience for all of the above.
Must have experience reading, interpreting and drawing cabling & networking floor plans from service proposals requested.
Must have extensive experience running, terminating and labeling low voltage cabling & fiber optics cabling.
Extensive high volume phone support experience.
Ability to build rapport with technicians & customers.
Excellent customer service and dynamic communication skills - think Ritz Carlton, Disney, Southwest.
Excellent speaking skills: articulate and well spoken.
Excellent written and grammatical skills
Strong troubleshooting and problem solving skills.
Positive and professional demeanor.
Excellent multi-tasking skills required.
Methodical & critical thinker.
Comfortable in a fast paced, high call volume & metrics driven environment (Call Center).
Comfortable speaking on the phone 95% of the time and able to communicate effectively with technicians, with technical or non technical clients and with internal team.
Initiative & a drive to succeed.
Shares the same core values as Tech Service Today including: 1) Model of accountability 2) Warm, friendly & positive - can do attitude 3) Taking pride in everything we do 4) Showing gratitude & respect often and to everyone including our technicians & teammates 5) Giving our best to our customers every day.
Demonstrated attention to detail through project management related work. Accurate and timely notation are critical in this role.
Strong business skills with effective verbal and written communication
Highly organized with great follow up both externally (customers and technicians) and internally (TST staff)
Highly accountable meeting personal & team task deadlines in a timely manner
Experience in problem solving, process improvement methods, and business re-engineering methodologies
Experience in project management process; knowledge of project management software tools, templates and management techniques.
Experience in gathering requirements from users and facilitating the creation of technical requirements and specifications
Must be keen to learn and adopt new technology and principles
Superb analytical skills: both technical and process improvement oriented.
Able to work both independently and as a team member
Must demonstrate prior field technician work tied to solution implementation.
Low Voltage License Certification Strongly Preferred.
A+ Certification Strongly Preferred.
Network + Certification Strongly Preferred.
Equal Employment Opportunity: TST is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation or any other characteristic protected by law.