Forerunner Technologies, Inc.
Job Title: Mitel Remote NOC Engineer
Department: Engineering NOC
Reports To: Manager Technical Services
Summary The remote engineer must effectively diagnose and solve problems on Mitel phone systems, networks and data equipment. Perform a wide range of services, from basic repair to full installations with little or no supervision.
Certificates, Licenses, Registrations
Mitel Certifications (MiCollab, 3300, 3300IP, SX2000, SX200, NUPOINT VM) Must also have
NEC experience or Certifications
Valid driver’s license and must maintain an acceptable MVR that meets the company insurance provider’s standards
Cisco Certifications are a plus
3 -5 years of related telecommunications experience
Basic knowledge of VoIP, networks and data
Working Knowledge of Windows/Linux OS’s
Working Knowledge of Adtran equipment
Working Knowledge of Cisco Routing and Switching
Experience resolving complex LAN/WAN issues
Essential duties and responsibilities:
Performs installation, maintenance, and troubleshooting on Key and PABX phone systems
Performs installation, maintenance, and troubleshooting on Voicemail and Call Center products
Utilizes thorough knowledge and experience, testing, troubleshooting, cutting over, and turning up of phone lines, PRI’s, voice and data T-1’s, Trunks, and integrated circuits
Troubleshoot telephone system hardware/software, voicemail, and telephone set and feature issues on site and remotely
Some travel may be required
Establishes service by studying equipment requirements; researching documentation, ordering and gathering components and parts; completing installation; performing acceptance tests
Maintains rapport with customers by discussing issues; providing technical support; identifying solutions; suggesting improved methods and techniques; recommending system improvements
Informs Manager on any and all problems
Supports other departments by providing corrective actions to Trouble Tickets, assist the Technical Assistance Center (TAC) as required
At customer premises locations identify demarc, pretest and install IAD and loop testing. Assist remote centers with hosted IP-PBX/managed services test and turn up to customer premise
Participate in the on-the-job training program and maintains a working knowledge of all equipment.
Possess hand and finger dexterity and good eyesight with the ability to determine colors.
Requires daily travel, with some overnight travel possible on occasion.
Must be available to be on call after normal business hours and perform service, installation and maintenance work during night time hours is expected.
Protects confidential information, observe and participate in vehicle and office safety programs
Operate within and support all Forerunner Technologies Inc. Company policies and procedures including dress code and vehicle operating policy
Responsible and accountable for maintaining all company equipment to be operational at all times
Adheres to scheduled order completion and maintenance time frames.
Other duties/responsibilities as assigned
This position has no Supervisory Responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Leadership – Exhibits confidence in self and others; Accepts feedback from others; Gives appropriate recognition to others.
Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.
Ethics – Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives;
Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
H.S. Diploma or Associate’s degree (A. A.) or equivalent from two-year College or technical school; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
MS Office Suite (Word, Excel, and Power Point)
Technician must be proficient in operation of Field test equipment.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear, The employee may be required to lift and/or move up to 50 pounds.
Technician is responsible and accountable for maintaining company vehicle in operational and cleanliness according to company policy
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually low to moderate.