Communications Technician II

Location: Chicago, IL 60637

Duration: 07+ months contract position, with the possibility of extension

Responsibilities: Make decisions outside of established procedures affecting the system’s operation, if needed. Monitor, diagnose, and implement repair of communications networks, equipment, and software in accordance with established procedures. Diagnose carrier‑related problems, including digital and analog circuits, report status and necessary repairs, open tickets with carrier services, and follow up to completion. Assist carriers with access to client closets and equipment. Install communications equipment to board level or as instructed. Respond to customer questions and inquiries regarding features and functions of the communications system. Enter incident and request tickets in ServiceNow, properly documenting tickets to capture an accurate history of events with relevant details. Maintain service activity documentation, including all maintenance activity performed on communications hardware and software and parts usage figures. Monitor inventory levels and alert Inventory Coordinator when additional supplies and equipment are needed. Guide and assist new Communication Technicians in orientation and proficiency growth in client voice systems. Maintain work area in an orderly manner. Work on special projects as needed. Willingness to work in a multi‑shift, multi‑location environment is required. Have good knowledge of digital and analog circuitry and data transmission techniques. Have good knowledge of basic computer hardware, software and communications test equipment (e.g., transmission test set, digital multimeter, tone/pulse linesman test set, traceable tone‑tone generator, tone tracer, remote maintenance terminal, time domain reflectometer, optical, DS1, and DS3 test equipment). Be proficient with various hand tools. Have ability to analyze complex technical drawings (preferred). Have good verbal and written communication skills. Have strong customer service skills and ability to interact effectively with customers and associates. Demonstrate decision‑making ability to ascertain steps to solve technical problems. Have basic knowledge of Microsoft applications. Experience using ServiceNow or similar service management system is preferred. Be skilled in time prioritization and task management. Be able to work independently. Have effective communication and documentation skills to share technology information for the effective support of business applications. Must possess a valid driver’s license. Education Associates degree in electronics or related field or graduate of a technical school. Experience Minimum three years of experience troubleshooting and resolving issues with voice communications infrastructure, including voice gateways, carrier circuits, and DMARC’s required. Experience in academic and/or healthcare environments is preferred. Experience with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues (preferred). Experience with Cisco UCCX‑related technologies (call center), including Finesse for troubleshooting agent issues (preferred).