Telecommunications Engineering Specialist

**Summary of Position**:
Will provide Level 1 and Level 2 service desk support; to include;
- Answer and record all incoming calls;
- Take ownership of problems until full resolution;
- Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications;
- Provide solutions as practicable over the telephone;
- Provide follow-up to the user on the status of the problem until resolution;
- Verify problem resolution prior to closure;
- Provide detailed analysis of the problem; Determine if equipment is warranted and arrange appropriate resolution under warranty;
- Record details of each service outage and/or incident in a Government designated trouble-ticket management system and assign a priority level to each trouble-ticket received for urgent, high, medium, or low tickets.
- When special or unique situations warrant - contact the appropriate vendors; and Escalate the problem as required.
- Maintain a cu...