Technical Coordinator

Velocity is seeking to hire an experienced Technical Coordinator. This position reports to the Manager, Service Delivery – Circuits and Voice Services and is responsible for interacting with customers and collecting information that will be used by the Technical Analysts when installing and troubleshooting technical issues for our customers. This position is responsible for coordinating all aspects prior to the Test and Turn Up of newly installed circuits and the cutover of existing equipment on the network for solutions we deploy to customers. Ideal candidate must be able to work M-F from 9am-5 : 30pm EST.

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Primary Duties and Responsibilities :

Acquisition and Deployment

Collaborate with Technical Analysts for TTU / Cut Over dispatches.

Work with Customer Success Managers and vendors to help with the deployment of the customers’ solutions.

Operational Management

Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.

Provide technical leadership and maintain accountability until issues are resolved to the business’ satisfaction.

Work with internal and external technical and service teams to create and / or update knowledge base articles and runbooks to provide improved operational support.

Ensure compliance with infrastructure standards and security.

Gathering information for Technical Analyst 2 to aid in designing complex solutions per customer’s requirements.

Effective communication with project stakeholders

Knowledge, Skills, and Abilities :

Ability to troubleshoot using the OSI model.

Working technical knowledge of voice infrastructure, systems, software, and voice hardware.

Ability to think through problems and visualize solutions.

Knowledge of application, transport, and voice infrastructure

Ability to create accurate diagrams and documentation.

Ability to design solutions in accordance with customer expectations.

Provides specific detailed information for hardware and software selection.

Ability to quickly learn about new or unfamiliar technology and products using documentation and internet resources.

Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.

Strong understanding of the organization’s goals and objectives.

Able to prioritize and execute tasks in a high-pressure environment.

Strong customer service orientation.

Ability to work with and communicate effectively with all levels of staff within Velocity, customer, and vendors.

A self-starter able to work independently but comfortable working in a team-oriented, collaborative environment.

Dependable and flexible when necessary.

Education and Qualifications :

Associate, degree in information technology, Computer Science, Engineering, Communications, or applicable work experience.

IP Network troubleshooting experience

LAN and WAN experience.

Knowledge of protocol and packet analysis

Understanding of NAT

Understanding of copper / fiber, ISDN, T1, wireless

Background in cloud-based communication solutions like Office 365 and Microsoft Teams

Technical writing experience

Understanding of Ethernet cable and phone line termination

General Telephony understanding (PSTN, POTS, PRI, TDMs, SIP)

Preferred Experience and Certification :

At least 2 years of experience troubleshooting enterprise network systems.

Understanding of Voice / VoIP service

Understanding of subnetting within WAN & LAN environments

General understanding of VOIP

Product and / or Service Development experience suggested.

Key Competencies :

Demonstrate the ability to work in a team atmosphere.

Provide subject matter expertise as required.

Provide feedback on continuous improvement.

Ability to work independently with little supervision.

Demonstrates ability to work in a fast-paced working environment.

Demonstrate knowledge and skill in using discretional judgment and organizational ability as well as being adaptable and versatile to perform different duties.

Demonstrate the ability to work cooperatively with other departments and cross functional teams to present a proper image of the organization to the public, visitors, and all employees.

Demonstrate knowledge of strong verbal and written communication skills

Demonstrate the ability to maintain confidentiality with Company information.

Professional personal presentation

Demonstrate organizational, planning, and attention to detail skills.

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

Customer-obsessed

One team

Do the right thing

Let’s go!

Our Benefits

Medical, Dental, Vision

PTO & Paid Holidays

401K – with Employer Match

Company provided Life Insurance, Short / Long-Term Disability

Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https : / / velocitymsc.com / careers / .

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

Remote working / work at home options are available for this role.