ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Duties may include, but are not limited to, the following:

• Perform moderately complex tasks by applying standard procedures and criteria. Troubleshoot corporate mobile/cellular issues for end-users, manage IT and mobile assets, oversee logistics, and coordinate with vendors/carriers to support end-user services. (Approximately 60% of time)

• Manage client work order requests with a strong focus on quality and timeliness. Ensure that tasks are completed accurately, efficiently, and with consistent results. (Approximately 40% of time)

• Provide voice service management and end-user support, ensuring smooth operations and responsive issue resolution.

REQUIRED QUALIFICATIONS

Education

• Bachelor’s degree (4-year) in Telecommunications

Experience, Knowledge, and/or Skills

IPT Support

• Administer and maintain corporate cloud voice services (Samsung SCME)

• Provide on-site user support

• Prepare monthly voice service utilization reports

• Manage and track voice service inventory

Non-Corporate Internet

• Oversee ISP/service management

• Coordinate onboarding of new circuits from order to installation

• Manage termination of existing circuits

• Open and follow up on ISP service tickets

• Conduct service usage audits

• Prepare service reports, including usage and root cause of outages (RFO)

Network Operations

• Collaborate with local network engineering teams to support, troubleshoot, test, and maintain WAN/LAN

• Partner with local and remote engineering teams to support network projects

Mobile Services

• Asset Retrieval & Management

  • Manage retrieval of mobile and PC assets from terminated employees

  • Oversee upgrades, repairs, and logistics for active users’ mobile assets

  • Update device return status using the Asset Management Database System

  • Send FOTA push messages to terminated and active users for asset retrieval

  • Generate weekly, monthly, and quarterly retrieval status reports

• User & HR Support

  • Communicate corporate asset retrieval processes and updates

  • Provide status support to end-users and HR regarding retrieval requests

  • Coordinate with IT/Mobile Tier 1 and Tier 2 teams for asset return updates

• Auditing & Reporting

  • Produce service reports and distribute communications

  • Conduct quarterly asset audits and provide analysis of results

Computer Skills

• Proficiency in Microsoft Word, Excel, and PowerPoint

Travel Requirement

• Up to 35%

Physical Demands

• While performing job duties, the employee is frequently required to sit; use hands to finger, handle, or feel; climb or balance; and talk or hear.

• Occasionally required to stand, walk, reach with hands/arms, stoop, kneel, crouch, or crawl.

• Must regularly lift and/or move 10–40 lbs.

• Vision requirements include close vision, distance vision, and color vision.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.