TELECOMMUNICATIONS SPECIALIST III

Telecommunications Specialist III – 72003353 Division of Telecommunications/Customer Service, State of Florida Department of Management Services, Tallahassee, FL. Position Overview and Responsibilities The incumbent of this position is responsible for day‑to‑day Network Operational Center (NOC) Support workgroup within the Telecommunications/Customer Service workgroup. The incumbent performs SUNCOM service/product incidents, service monitoring, processing new service delivery orders, customer support administration, competence development, and performs other duties as required. Responsibilities Apply knowledge of the Telecommunications/Customer Service rules, policies, plans, regulations, and procedures in troubleshooting/monitoring SUNCOM services. Work with vendors to fix problems and provide information to SUNCOM customers. SUNCOM service/product incidents: service problem resolution and restoration, service provider coordination for problem resolution and restoration, customer escalation, and vendor management. Prepare orders in CSAB forms for network features and facilities; review work for accuracy; approve forms; process requests through automated systems. Meet with customers and vendors as requested; maintain documents and reports substantiating SUNCOM network activities. Transfer competence to other telecommunications specialists; attend classes, seminars, and meetings as directed. Develop and maintain a working knowledge of the systems deployed to deliver SUNCOM services and of all procedures and processes that maintain their availability. Knowledge, Skills, and Abilities Knowledge of advanced telecommunications terminology and procedures. Effective oral and written communication with vendors, peers, supervisors, technical staff, and users. Verification of data for accuracy and completeness. Decision‑making and independent work. Collaboration in a team environment and establishment of effective working relationships. Timely completion of work assignments and coordination with other technical staff. Excellent customer service to internal and external customers. Research, evaluation, and resolution of customer issues in a professional manner. Priority determination and timely, accurate decisions under normal and critical conditions. Application of rules, regulations, policies, and agency procedures. Minimum Qualifications At least three years’ work experience in telecommunications. Skill in operating a variety of online processing systems. Bachelor’s degree in Information Technology, Computer Information Systems, or related field preferred. Experience managing telecommunications projects preferred. Experience with Microsoft Office Suite (Word, Excel, Access, PowerPoint) preferred. Other Job‑Related Requirements Adherence to safety awareness policies; attendance and safety meeting participation; practice lessons learned daily to avoid accidents. Attendance is an essential function of this position. Prolonged periods of sedentary work involving repetitive motion are anticipated. Working Hours (A) Daily from 8:00 am to 5:00 pm (B) Total hours in workweek 40 (C) Overtime hours and on‑call may be required Drug‑Free Workplace The State of Florida supports a drug‑free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug‑Free Workplace Act. EEO Statement Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer. #J-18808-Ljbffr