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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


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.

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:

Headquartered in Honolulu, Hawaiian Telcom is Hawaii's leading provider of integrated communications solutions for business and residential customers. With roots in Hawaii beginning in 1883, we offer a full range of services including voice, video, Internet, data, wireless, and advanced communication and network services supported by the reach and reliability of its network and Hawaii's only 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 On customer experience.

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