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CPE Technical Specialist (102178)

Posted 2 years ago in Telecommunications



Hawaiian Telcom

Job Title: CPE Technical Spclst
Location: Oahu; 1177 Bishop St
Reference #: 102178

Responsibilities
Summary:

The Technical Specialist has two primary roles:

1. To provide customer training on how to administer applications such as Unified Communications Manager, Unity Connections & Express, Call Pilot, NEC SV8XXX, HMS400, AD-64, IM16LX, Symposium Express and other Cisco, Avaya and NEC applications and

2. To provide technical support on the Avaya & NEC Keysystem product lines.

Essential Duties and Responsibilities:
35% Develop training materials for customers in support of Cisco, Avaya and NEC application administration training.

35% Schedule training with customers and perform Admin & End User training sessions in a classroom setting in front of small & large groups.

15% Provide internal technical support to sales and sales support regarding questions on Cisco, Avaya & NEC Keysystems. Questions include but are not limited to compatibility, configuration and general technical questions.

15% Other duties as assigned and may include, but not limited to the following:
- Assist in MAC databasing review as time permits
- Attend training to keep current in support of admin training requirements

Supervisory Responsibilities
This position has no supervisory responsibilities.

Competencies & Behavior
- Research skills - ability to research solutions to technical questions posed.
- Must possess excellent oral communication skills and have ability to present comfortably in front of small & large group settings
- Must understand Data, IP, Advanced Network & CPE functionalities
- Strong verbal and writing skills - Ability to communicate effectively in various mediums.
- Strong Sense of Accountability.
- Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; organizes or schedules other people and their tasks; works effectively on multiple simultaneous assignments and meet assignment deadlines.
- Process oriented - Knows and understands how to develop marketing solutions within corporate infrastructure.
- Ability to work independently with minimal direction.
- Results driven with a sense of urgency.
- Change Management - adapts to new information, changing conditions, or unexpected obstacles.
- Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality.
- Working knowledge of other telecommunication services and industry trends.
- Possesses the appropriate level of technical/functional expertise and knowledge.
- Understands and applies procedures, regulations, and policies related to areas of specialized expertise.
- Utilizes technology-based tools and processes.
- Continuous learning and development - Stays current of applications for admin training
- Customer service orientation.
- Identifies market potential, establishes product offers, pricing and market strategies.

Qualifications
A. Education or equivalent:
- Must have successfully completed an Associates degree in a technical field or an equivalent of 4 years experience in Cisco, Avaya or NEC.

B. Professional training or knowledge:
- Demonstrated working knowledge in MS Office (Word, Outlook, PowerPoint).
- Proficient skills using MS Excel with demonstrated work experience preferred.
- Minimum three (3) years experience with Avaya, Cisco UC and NEC products or
- Minimum three (3) years experience in CPE applications including Cisco Call Manager and Unity, Avaya Call Pilot, TM and HMS400 and NEC Voicemail platforms.
- Demonstrate technical understanding of Cisco UC, Avaya & NEC Keysystems
- May require working at other locations so must have a valid Hawaii State driver's license
- Must be knowledgeable or familiar with VoIP technology
- Must be PC literate
- Independent learner. Must be able to learn new technologies with little supervision by going through manual, self paced tutorials or other educational resources.
- Must possess excellent oral communication skills and have ability to present comfortably in front of small & large group settings
- Must understand Data, IP, Advanced Network & CPE functionalities

C Work experience:
- Minimum three (3) years of experience in working with Cisco, Avaya or NEC products or related equivalent experience.
Work Conditions
- Daytime work schedule; may require working nights and weekends.
- Work may be performed in an enclosed area lacking windows.
- Indoor work - Exposed to indoor conditions, dust, noise, dirt, heat, poor lighting, etc.

Mental Requirements
- Very strong creative skills
- Must have excellent time management skills as managing multiple schedules is paramount
- Ability to multi-task at a very fast pace
- Flexibility to adjust quickly to many moving facets of the job
- Ability to make quick situational assessments and react accordingly.
- Requires leveraging leadership and a variety of technical skills to work across internal groups as well as with vendors and industry partners to support service offerings and infrastructure capabilities.
- Requires alignment with the Company's F.A.S.T. Values.
- Requires alertness and attention to detail.
- Requires managing multiple functions and tasks.

Physical Demands
- Work may be performed a various locations under varying conditions.
- Requires considerable standing, sitting, lifting/carrying supplies and training materials up to 40 lbs, and reading paper documentation and electronic communications.
- Requires traveling to various locations company branches and departments throughout the State of Hawaii in a timely manner.
- Required to meet multiple priorities and project due dates. May require late hours and weekends to complete assignments and projects.

About Hawaiian Telcom:

Hawaiian Telcom (Nasdaq:HCOM), headquartered in Honolulu, is Hawai'i's technology leader, providing integrated communications, broadband, data center and entertainment solutions for business and residential customers. With roots in Hawai'i beginning in 1883, the Company offers a full range of services including Internet, video, voice, wireless, data network solutions and security, colocation, and managed and cloud services supported by the reach and reliability of its next generation fiber network and a 24/7 state-of-the-art network operations center. With employees statewide sharing a commitment to innovation and a passion for delivering superior service, Hawaiian Telcom provides an Always OnSM customer experience.

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