Telecommunications Tech I

Apex Systems; Providence, Northern (RI, KY); Hybrid; USD 48,000 - 51,000; Full time

Job summary

Apex Systems is seeking a Telecommunications Tech I to provide front-line support for voice, network, and communication issues at Providence, RI. You will handle desk phones, softphones, voicemail, call routing, and basic connectivity, with escalation to Tier 2/3 as needed.

This contract role emphasizes customer service, teamwork, and adherence to scripts in a high-volume environment. Required 1–3 years telecom wiring experience, familiarity with ServiceNow or Zendesk, and knowledge of Teams

Qualifications

• 1–3 years telecom wiring experience.
• Strong customer-service mindset with clear verbal communication.
• Basic understanding of telecommunications concepts (call routing, voicemail, softphone setup, PBX basics).
• Ability to follow scripts, troubleshooting guides, and procedural checklists.
• Comfort working with ticketing platforms (ServiceNow, Zendesk, or similar).
• Ability to stay calm, patient, and professional under pressure.
• Skilled at multitasking in a high-volume call-center environment.

Responsibilities

• Answer incoming calls, tickets, and service requests related to telecommunications issues.
• Desk phones, softphones, headsets, and mobile endpoints.
• Voicemail, call forwarding, hunt groups, and auto-attendant issues.
• Basic Microsoft Teams Phone or legacy PBX support.
• Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.
• Create, classify, and update incidents within the ticketing system accurately.
• Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.
• Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.
• Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.
• Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.
• Document recurring issues and recommend updates to knowledge base articles.
• Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.

Skills

telecom wiring

Customer service

telecommunications concepts

Troubleshooting

Ticketing systems

Composure under pressure

Multitasking

Education

Associate degree

Tools

ServiceNow

Zendesk

Microsoft Teams Phone

Avaya

Cisco

Job description

# Telecommunications Tech IApply**Job#: 3053085****Job Description:**Apex Systems is a world class technology services business that incorporates industry or insights and experience to deliver solutions that fulfill our clients’ digital visions.Apex has an opportunity for a Telecommunications Tech I. For applicants who are interested in this opportunity, send your updated resume to [e-mail] are the details:Position:Telecommunications Tech ILocation: OnsiteProject Duration: 10/05/2026 - 02/26/2027Job Description:The Call Center Representative — Telecommunications Focus provides front-line customer support for voice, network, and communication-related issues. This role serves as the primary point of contact for employees, agencies, and partners seeking assistance with phone systems, call routing, voicemail, softphones, and basic connectivity problems. Representatives troubleshoot issues, document incidents, and escalate complex problems to telecommunications or infrastructure specialists.**Required Skills & Competencies*** Must possess 1 – 3 years telecom wiring experience* Strong customer-service mindset with clear verbal communication skills.* Basic understanding of telecommunications concepts (call routing, voicemail, softphone setup, PBX basics).* Ability to follow scripts, troubleshooting guides, and procedural checklists.* Comfort working with ticketing platforms (ServiceNow, Zendesk, or similar).* Ability to stay calm, patient, and professional under pressure.* Skilled at multitasking in a high-volume call-center environment.**Key Responsibilities**Answer incoming calls, tickets, and service requests related to telecommunications issues including:* Desk phones, softphones, headsets, and mobile endpoints* Voicemail, call forwarding, hunt groups, and auto-attendant issues* Basic Microsoft Teams Phone or legacy PBX support* Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.* Create, classify, and update incidents within the ticketing system accurately.* Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.* Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.* Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.* Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.* Document recurring issues and recommend updates to knowledge base articles.* Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.**Preferred Experience*** Prior call-center or helpdesk support experience (1–3 years).* Familiarity with Microsoft Teams Phone, Avaya, Cisco, or other enterprise voice systems.* Experience supporting state or public-sector technology environments.* Knowledge of basic networking fundamentals (LAN/WAN, Wi‐Fi troubleshooting).**Typical Work Environment*** High-volume support desk handling calls from statewide agency users.* Standard business hours; may include rotating shifts or on-call coverage depending on agency needs.* Work-from-office or hybrid environment depending on departmental policy.**Education*** Associate’s Degree or certificate equivalent required.* Additional technical certifications or telecom coursework preferred. *Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.**Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy**Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.**Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.**If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [e-mail] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.**UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.***Employee Type:** Contract**Location:** Providence, RI, US**Job Type:****Date Posted:** September 22, 2026**Pay Range:** $35 - $37 per hour