Business Services Technician

Job Description

Job Description

Ritter Communications, headquartered in Jonesboro, Arkansas, is the largest privately held telecom provider serving the Mid-South. Recognized as one of Arkansas' Best Places to Work for five years running, we deliver world-class broadband fiber, telecom, video, and data center services.

With rapid growth and millions invested in advanced infrastructure, we now serve 197 communities and over 60,000 customers across six states. At Ritter Communications, our team combines cutting-edge technology with a customer-first mindset - and we're looking for talented individuals who share our passion for excellence and community impact.

We are looking for an experienced Business Services Technician to join our team!

General Summary:

Our Business Services Techs perform service, maintenance, repair, installation, and programming of multi-line business voice and computing systems, including key and PBX systems, IP telephony systems and Integrated Access Devices.  Responsible for all modifications, moves, changes, and installation of telephone services for all business customers. Responsible for preventative maintenance of telephone equipment, and may oversee the work of a Business Services Technician trainee, as well as provide sales referrals, site surveys, and customer relationship management.

Essential Job Functions:

• Installs, repairs and maintains all types of NEC, Nortel and Avaya PBX systems and associated equipment, including voicemail, facsimile terminals, paging and intercom systems;
• Optical support of POP’s and cellular sites;
• Installs, repairs and maintains all types of IP telephony systems and integrated Access Devices;
• Performs all modifications, moves, changes and installation of telephone services and devices;
• Performs quality control checks of work done at customer premises;
• Locates trouble in telephone installations; repairs or replaces faults;
• Coordinates with repair, and other departments on service installations and changes to update billing and central office records;
• Maintains and repairs existing equipment by using test sets to locate line trouble. Determines necessary repairs that may include repairing wiring, station protectors, ground connections, running new wires, and replacing jacks, lids and pedestals as needed;
• Work with Carrier Grade equipment routers;
• Setup networking address translation;
• Setup personal and small network antivirus solutions, such as Symantec, McAfee, AVG;
• Travels to customer sites, project areas, business related events, and other Ritter Communications locations as required;
• Other related duties and projects as assigned. 

Knowledge, Skills, and Abilities :

• Knowledge of basic electronics, specification sheets, and circuit diagrams;
• Knowledge of basic switch gear such as DLink, Linksys, and Netgear;
• Knowledge of Basic Ethernet;
• Knowledge of IP addressing scheme and how to deploy;
• Knowledge of IP subnetting;
• Knowledge of DHCP and understanding of how it works;
• Knowledge of Layer 2 and 3 of OSI model;
• Knowledge of VOIP equipment and concepts;
• Knowledge of Computer Ethernet and Windows desktop;
• Knowledge of Microsoft Office products, such as, Outlook, Word, Excel, and Access;
• Knowledge of FTP service and ability to use FTP;
• Knowledge of telecommunications equipment operations and maintenance;
• Knowledge of key and PBX systems, IP telephony systems and Integrated Access Devices;
• Knowledge of company products and services;
• Knowledge of company policies and procedures;
• Knowledge of IP routing;
• Skill in operating service equipment including various hand tools and testing equipment;
• Ability to utilize Carrier Grade monitoring services;
• Ability to communicate with co-workers and various business contacts in a professional and courteous manner;
• Ability to configure small Cisco Routers such as 800 to 1700 series;
• Ability to read and interpret documents such as maps, staking sheets, and operating and maintenance instruction manuals;
• Ability to pay close attention to detail;
• Ability to evaluate, test, and repair sophisticated equipment;
• Ability to improve or redesign procedures for specific installation/repair problems;
• Ability to work independently and make sound technical decisions using information at hand;
• Ability to effectively function as a team player;
• Ability to travel for business requirements; must possess a valid Driver’s License with a satisfactory driving record. 

Education and Experience :

High School diploma or equivalent plus four years of related job training and work experience installing and maintaining electronic key systems, PBX installation, and repair, wiring & cabling and associated peripherals.  Associates degree in a related field preferred.

Manufacturer’s certificate of training on a least one telephone key or PBX system required. NEC certifications and experience strongly preferred.  Other certifications such as Cisco CCENT, CompTia A+ and Net +, Microsoft Certifications, etc. helpful.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!