Guidesoft Inc. dba Knowledge Services

  • Telecom Specialist

    Posted Date 3 weeks ago(9/24/2018 10:59 AM)
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  • Overview

    6-month contract (with possible extension) for Telecom Specialist for the State of IN downtown Indianapolis.  This position is not open to C2C and must sit onsite downtown Indy.  This position will work 37.5 hours/week.


    Knowledge Services,  established in 1994 and headquartered in Indianapolis IN, is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America.  Founded by Julie Bielawski, CEO, Guidesoft, Inc. DBA Knowledge Services is an industry leader in Managed Service Programs (MSP), Employer of Record / Payrolling Services, National Recruitment, and Staffing Services.  We provide outstanding services to major organizations in various industries, including; IT, Healthcare, Entertainment, Media, Federal and State Governments, Public Utilities, Telecom, Manufacturing and more.


    As such, Knowledge Services is committed to providing opportunities for growth – in our company, in each team member and in our relationships.  We believe titles do not define a person, but provide a framework to each person’s endless potential.  Our focus on improving our team, product and processes drive us every day.  We are guided by our four Pillars that set the foundation of who we are and how we conduct business:  Knowledge, Integrity, Innovation, and Service. 


    Knowledge Services has benefit offerings to include the following!


    • Medical, dental, and vision coverage
    • Voluntary Life and AD&D coverage
    • Pet Insurance
    • Ticket and Event discounts!
    • The above are available provided contractors meet eligibility requirements


    Purpose of Position/Summary

    Individual provides technical leadership, training and support to Unified Communications Team.  This team is responsible for telecom requests, installations and incidents.  Individual is responsible for placing, tracking and closing requests and incidents with each of the State's various telco service vendors and telecom systems providers; this includes managing requests and incidents for telecom desktop software applications and subsystems (if applicable) for telecom services provided to State agencies and departments around the State.  Individual is responsible for technical/business implementation of telephony technology and improved processes to current and future business telephony environment.  Individual is responsible for placing, tracking and closing requests and incidents for telecommunications, audio conference bridge, web collaboration and video conference accounts for State agencies with various telecom partners.  Individual is responsible for generating customer telecom reports when required.  Individual will also work tickets received in the State's ticketing system to resolve incidents, receive telecom requests and provide customer support. 


    Essential Duties/Responsibilities

    This individual is responsible for design, cost estimate and implementation of all ACD, Auto Attendant and messaging systems, as well as, requests and incidents for telco services and telecom systems throughout the State.  Requests include, but are not limited to, moves/adds/changes for telecom desktop software, web collaboration, video conference, audio conference telephony systems, and telco services.  When necessary this person may also be responsible of quoting services for telco and telecom service requests, as well as, software and/or subsystems.  This person will utilize various vendor online web-enabled portals for requests, incidents, billing and tracking, as well as, an in-house telecommunication expense management system.  This person will also assist other IOT or agency teams in coordinating action items for telecom service projects.  This individual will provide tier 1 support for telecom issues when necessary and/or will be responsible for coordinating and managing service incidents of all State telephony systems, telco, web collaboration, and video conference services throughout the life of the trouble ticket.  The position requires the person to perform extensive data gathering that will assist the individual in determining the scope of work.  The data gathering consists of call flow design and call scripting for ACD and Auto Attendant systems, as well as, other telecom related data gathering as required to meet needs in request or incident.  The position is responsible for technical lead and project management of Unified Communications Team.  The individual may be required to meet with management to provide project status updates, and to discuss current and future projects.  This position is expected to aid the Unified Communications Team Lead and/or management with short/long-term planning and budgeting of all telecom services, software and hardware.   The individual is also required to be available during non-business hours as dictated by the group on call calendar.  Excellent customer service is the number one goal.


    Minimum of a high school diploma required.  Knowledge of telephony features and systems such as messaging, audio conferencing, web collaboration and video conferencing.  Knowledge of PBX, KTS, ACD, VoIP, CAN, WAN, web collaboration, and video conference is necessary. Minimum of 5 years job experience in Telecom Systems.  Project management skills needed.  Excellent oral and written communication skills are required.  Additional certifications are preferred.


    Difficulty of Work

    This is a high-level senior position with technical lead and team mentoring responsibilities.  Work requires knowledge in telecommunications, VoIP, web collaboration and video conferencing technology for an enterprise business environment.  Ability to work and cooperate with customers and co-workers is mandatory.  Some travel after-hours work and on call duties are required. 



    Technical Lead and mentoring the Unified Communications Team.  A high level of computer skills required for placing and tracking requests and service incidents, as well as, high proficiency in Excel and Word.  Maintaining relevant SLAs and staying within budget.


    Personal Work Relationships

    Must work with various levels of management, as well as, other IOT teams. Must also work with customers to resolve requests and incidents, and work as a team member to troubleshoot and resolve enterprise wide outages.


    Physical Requirements:

    • Job frequently requires sitting, handling objects with hands.
    • Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.
    • Vision requirements:  Ability to see information in print and/or electronically.


    We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.




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