Job Title: Telecommunications Support Help Desk - Technical Support Specialist (TSS)
Company: Telecommunications Designs
Location: Santa Rosa, CA
Work Schedule: Full-time, Monday to Friday, 8:00 am – 5:00 pm
Job Overview:
Telecommunications Designs is seeking a highly motivated Technical Support Specialist (TSS) to join our dynamic team in Santa Rosa. The TSS will play a crucial role in providing technical support to field technicians and subcontractors involved in telecommunications installations and services for national retail customers. This position requires a strong background in low voltage systems and telecommunications. We have been in business for over 33 years, and we are a well-established company.
Key Responsibilities:
Provide remote troubleshooting support to clients over the phone and dispatch field technicians when necessary.
Coordinate with field resources to schedule service dates and ensure requests are completed satisfactorily.
Offer technical assistance to field resources encountering challenges during installations or service calls.
Provide accurate billing information to the invoicing department.
Collaborate closely with team members to effectively handle client technical support inquiries and field staff issues.
NOTE: We do NOT provide technical support for computers, laptops or networks, this skill set is not applicable for this position. We are a telecommunications/data cabling company, not a computer support company.
Examples of service calls we receive:
A phone does not work in a specific location.
The entire phone system is not working.
Overhead music/paging system repairs and troubleshooting.
Data device cabling or system troubleshooting.
A POS terminal is down.
An access point has failed.
MAC orders requesting a move, add or change.
The facility has lost dial tone/POTS lines
Qualifications:
Experience and knowledge in the low voltage telecom/datacom cabling industry.
General understanding of dial tone/POTS lines.
Excellent written and oral communication skills.
Proficiency in MS Word, Excel, and Outlook.
Strong multitasking and organizational abilities.
Self-starter with a sense of initiative and ownership.
Ability to make timely and informed decisions, particularly under time constraints.
Detail-oriented with a commitment to achieving results.
Benefits/Compensation Package:
104 hours of PTO (13 days) per year.
Eight paid holidays.
100% employer-paid Medical Insurance options including Kaiser, Sutter, and Blue Cross.
Health Saving Account
Dental and Vision coverage available.
401K Plan with matching funds.
Pay Range:
24.00 per hour for entry level and up to 31.00 per hour for a highly qualified candidate.
Summary:
This position requires more than basic help desk skills; candidates must possess fundamental knowledge of telephony and data cabling. While prior experience in a help desk role is beneficial, essential telecommunications experience is a prerequisite. The ideal candidate will have a background in low voltage cabling, phone systems, and hopefully overhead paging/music systems.
Ideal Candidate:
We seek a candidate who has had hands-on experience in the field, working with low voltage cabling, and phone systems. This role demands a team player with a winning attitude, a passion for telecommunications, and a commitment to delivering exceptional technical support. This job is perfect for the experienced field technician that wants to come out of the field and into the office.
