Escalation Support Specialist

Procom Consultants Group; Richardson (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

An IT services firm located in Richardson, Texas, is seeking an Escalation Support Specialist for a 12-month contract. The successful candidate will be responsible for troubleshooting telecommunications equipment, particularly with VoIP and Cisco systems. A background with Windows and Linux is essential, alongside strong analytical skills for effective problem-solving. Experience with IP networking and telecommunications hardware is preferred. The role demands flexibility and the ability to handle after-hour support issues when necessary.

Qualifications

• 1-3 years of experience in the related field.
• Knowledge of telecommunications edge equipment.
• Ability to work independently and in a team.

Responsibilities

• Troubleshooting and maintaining telecommunications equipment.
• Administer, support, and maintain Windows/Linux/Cisco VoIP systems.
• Handle urgent after-hour support issues.

Skills

Troubleshooting telecommunications equipment

Working knowledge of VoIP and SIP

Experience with Windows and Linux

IP & SNA network troubleshooting

Strong analytical and problem-solving skills

Education

Associate's degree or equivalent

Relevant certifications (CCNA, CCNP)

Tools

Cisco VoIP systems

Networking systems: T1 through OC12

Job description

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.

With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.

Procom’s areas of staffing expertise include:

• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Datawarehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy

Specialties

• Contract Staffing (Staff Augmentation)
• Permanent Placement (Staff Augmentation)
• ICAP (Contractor Payroll)
• Flextrack (Vendor Management System)

Job Description

On behalf of our client, Procom Services is searching for a Escalation Support Specialist for a contract opportunity in Dallas, TX.

Escalation Support Specialist Job Details

• Primary focus will be troubleshooting and maintaining telecommunications equipment.
• Experience with Carrier/Service Provider Telecommunication Edge equipment is a must.
• Talented individual with a working knowledge of VoIP, SIP, Cisco VoIP, Windows and Linux is needed.
• May require an associate's degree or its equivalent and 1-3 years of experience in the related field.
• Has knowledge of commonly-used concepts, practices, and procedures within a related field.
• Ability to work independently or under supervision. Primary job functions typically require exercising independent judgment.
• The qualified applicant will be an integral part of our engineering and operations staff and will work together in a small team to administer, support, and maintain Windows/ LINUX /Cisco VoIP/LAN/WAN systems which support business customers.
• Proven experience-troubleshooting hardware and networking related problems as they arise.
• They will be required to be flexible, detail oriented and organized with the ability to multitask and work independently and also in a group.
• The qualified applicant must have the initiative to determine what types of tools or processes can be put in place in order to improve the products and services.

Escalation Support Specialist Mandatory Skills

• Understanding of and experience with Mainframe, Windows, UNIX, LINUX and multiple network protocols.
• Experienced IP & SNA network troubleshooting
• Willingness to handle urgent after hour support issues if they arise
• Solid web-Internet-related skills, Understanding of DNS and TCP/IP
• Familiarity with component and network monitoring systems and tools
• Mid level networking ability
• Strong analytical and problem solving skills
• Demonstrated ability to work in a fast-moving dynamic team-oriented environment
• Documentation creation, maintenance, updating Cisco Call Manager
• Server Systems: Mainframe, Linux and Widows Server and networking systems
• Networking Systems: T1 through OC12, PPP, Cisco routers and Switches, Linksys POE switches, CAT5e cabling and terminations, layer 2 QOS.
• AS/BS/BE, relevant experience and certifications considered, CCNA, CCNP, ICND1.1 & 1.2 v2 Technical courses.
• ITIL v3 Foundations Certification preferred

ASAP

Escalation Support Specialist Assignment Length

12 months

Additional Information

All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.