Technical Solutions & Services Administrator

The Technical Support Services Administrator assist in the technical support and oversight of the staff and operational functions of Service Delivery Teams and provide technical support for IT&E, ensuring users receive timely assistance to provide a fast recovery for malfunctioning devices and other telecommunication units. This position also provides internal support in designing, provisioning and installing appropriate data and sound solutions for internal and external projects. The administrator will ensure that all objectives are met or exceeded with the highest possible level of customer satisfaction as a primary target. Additionally, the Technical Support Services Administrator will oversee training and certification when required in support of the Service Delivery Management Team when needed.

Responsibilities

The Employee will:

Know and uphold the established IT&E Mission, policies and procedures, Corporate and Department objectives, quality assurance and safety programs and standards.

Oversee and participate in daily activities (Key Performance Indicators, automating optimizations, trouble ticket tracking and coverage scheduling), assuring fast problem solution and recovery for internal users and external customers.

Provide guidance and oversight to assigned staff to assist them in ensuring efficient and successful unit operations through the development of performance measures, customer handling efficiency measures, service order and trouble call response time, and other goals and objectives, setting priorities and obtaining and giving feedback.

Coordinate with CPE, RF, IT, and Meta teams in conjunction with managing the daily activities (surveys/designing/provisioning and installing), assuring a cost-effective deployment of sound Data, Video and/or Voice solutions for the company.

Monitor and motivate assigned staff through attentive quality assurance, training and timely positive reinforcement, the use of appropriate corrective action and the provision of necessary in-service and cross-training, to encourage a high standard of performance and the attainment of established objectives.

Assist with coaching, training, and mentoring the Service Deliver Team with a goal of career development and maintenance of technical competencies.

Develop an effective and workable operational framework for managing and improving support practices in the organization as well as assuring user satisfaction and timely resolution.

Advise involved managers in situations that may require additional client support or escalation: act as the escalation point for all such requests and incidents; set-up network trainings for other departmental teams, as needed or requested.

Assist staff in resolving customer complaints, confrontations, and any approval of actions outside normal procedures.

Assist with analyzing customer feedback, productivity reports, service results and quality control data to identify areas needing improvement and implement corrective action to ensure that departmental employees provide satisfactory response time, meet customer expectations and comply with established standards, policies and procedures.

Assist in preparing reports to show numbers and customer support transactions, the response time, noted problem areas, and other customer support-related reports, as required.

Coordinate with the Office of Human Resource Management to develop and implement programs and strategies to ensure knowledge of IT&E policies and processes, provide in service and cross-training, and enhance individual employee advancement potential, productivity, safety, and quality within the Department.

Perform analysis and make recommendations regarding server and network related equipment and software.

Assist with overseeing inventory which includes maintaining the department’s product inventory levels for PTMP, managed WIFI, and network equipment.

Install, operate, repair and maintains the following wireless equipment: 5G, LTE, PTMP, and WIFI access points. CCTV as well as any new technology that ITE may begin deploying within the market.

Perform and Assist in trouble isolation and resolution, site acceptance testing and resolving alarm conditions.

Assist teams in education and qualifying RF line-of-sight survey, signal strength, coverage throughput and optimization solution.

Install, operate, repair and maintains the following network equipment: Routers, Switches, IP Phones, Analog Telephone Adapters.

Provide Training and Installation Assistance with Managed Services such as: Security camera planning and installation, RFID planning and installation, WIFI planning and installation, etc.

Assist in Monitoring trouble tickets, troubleshoot customer complaints and closing of tickets.

Configure, install, and Train Service Delivery Teams in administering workstations, servers, and network hardware and software.

Defines and provides user access levels to applications.

Provide network operation support including data back-up, data restore, disaster recovery and storage management.

Assist with analyzing server and network activity and maintain performance monitoring systems as well as other software programs

Apply thorough professional knowledge and complex process in the wide area data network architecture developing and implementing for the enterprise Intranet environments.

Provide back up for systems and maintenance support.

Perform other related duties or tasks as assigned or required.

Required Qualifications, Capabilities, And Skills

Associates degree from an accredited college in information technology, information management or computer or telecommunications-related field, or two years additional related work experience

Five years of experience in a computer/wireless handset help desk environment

Preferred Qualifications, Capabilities, And Skills

ITIL, Network+, Project Management, CompTIA A+ certifications are desirable

Must be able to obtain a U.S. Government Top Secret Clearance to liaise with the FBI and other government agencies

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical activity of this position includes climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, and repetitive motions.

The physical requirements of this position involve light work, exerting up to 20 pounds of force occasionally; up to 10 pounds of force frequently; a negligible amount of force constantly to move objects.

For visual acuity requirements including color, depth perception and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; visual inspection involving small defects, small parts, and/or operation of machines; using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

Working Conditions

The worker is subject to inside environmental conditions and outside environmental conditions. Noise that may cause the worker to shout in order to be heard above the ambient noise level. Exposure to oscillating movements (vibration) of the extremities or whole body. Subject to hazards, which includes a variety of work conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals. Required to function in narrow aisles or passageways

About IT&E

Formerly Micronesian Telecommunications Corp, IT&E was a part of Verizon International. CITADEL acquired IT&E in 2005 after successfully navigating the US CIFUS process and the Federal Communications Commission. In 2006, a partnership was established with Sumitomo Corporation, one of Japan’s largest trading houses, which invested in the company as part of its telecommunications push. The company acquired IT&E in Guam, and together, became the largest wireless provider in Micronesia. The entire company was renamed IT&E. IT&E was the first in the region to offer 3G services with the launch of CDMA EVDO in 2009. It soon followed with the launch of 4G LTE in 2011.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.

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.