IT Support Technician I

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Job description

IT Support Technician

Reports to: IT Manager

Location: Phoenix, AZ

Job Summary:

The IT Support Technician at Wecom Fiber, will play a crucial role in providing technical assistance, troubleshooting telecommunications and fiber-related hardware and software issues, and maintaining IT systems to ensure optimal performance and user satisfaction. Expertise in supporting telecommunications and fiber infrastructure will contribute to the seamless operation of IT services within the organization.

Key Responsibilities:

• Provide timely and effective technical support to end-users for telecommunications and fiber hardware, software, and network-related issues, resolving tickets and inquiries with professionalism.
• Install, configure, and troubleshoot telecommunications and fiber-specific software applications, equipment, and devices to facilitate smooth operations and user productivity.
• Conduct diagnostics, identify root causes of telecommunications and fiber IT problems, and implement solutions to address technical issues and ensure system functionality.
• Maintain telecommunications and fiber IT documentation, update knowledge base articles, and assist in IT projects to support the enhancement of IT services within the organization.
• Support telecommunications and fiber IT infrastructure, including servers, networks, and end-user devices, by proactively monitoring performance, resolving issues, and ensuring system stability.
• Collaborate with IT teams to plan and implement telecommunications and fiber network upgrades, security measures, and IT policies to align with business requirements and industry standards.
• Assist in telecommunications and fiber user training sessions, workshops, and IT awareness programs to enhance end-user skills, knowledge, and adoption of IT solutions.
• Install and configure telecommunications and fiber-specific hardware, such as routers, switches, firewalls, and access points, as well as telecommunications and fiber software applications and tools.
• Troubleshoot telecommunications and fiber network connectivity issues, perform network diagnostics, and resolve telecommunications and fiber-related technical problems to ensure seamless operations.
• Ensure the security of telecommunications and fiber IT systems by implementing security measures, access controls, and software updates to protect network assets and data.
• Update and maintain telecommunications and fiber IT systems, including telecommunications and fiber servers, databases, and applications, to optimize performance and reliability.
• Collaborate with telecommunications and fiber IT teams to address telecommunications and fiber IT incidents, perform root cause analysis, and implement telecommunications and fiber IT solutions to prevent recurrence.
• Monitor telecommunications and fiber IT performance metrics, analyze telecommunications and fiber IT data, and generate reports to track telecommunications and fiber IT system health and identify improvement opportunities.

Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field; or 3+ years of experience as an IT Support Technician in the telecommunications and fiber industry.
• Proficiency in IT support tools, ticketing systems, and remote assistance software tailored to telecommunications and fiber environments.
• Strong technical troubleshooting skills, problem-solving abilities, and attention to detail in resolving telecommunications and fiber IT issues.
• Effective communication, customer service, and interpersonal skills for supporting end-users in the telecommunications and fiber sector.
• Knowledge of IT security practices, data privacy regulations, and ITIL frameworks in the context of telecommunications and fiber systems.
• Ability to work independently, prioritize tasks, and adapt to changing IT environments and user needs within the telecommunications and fiber industry.

NOTE:

Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law.

Company benefits subject to change.

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