Telecom Support Specialist - W2 only

To succeed as a Telecom Support Specialist at our Oil & Gas company, candidates should have proven experience in technical support, particularly focusing on network infrastructure and telecommunications systems. Familiarity with various network ticketing systems like DevOps, Remedy, ServiceNow, Solarwinds, and Calero is essential. Strong problem-solving, organizational skills, and effective verbal and written communication are key attributes that will help you excel in this role.

The role of a Telecom Support Specialist at our Oil & Gas company involves collaborating with the telecom/network team to facilitate ticket transitions across various ticketing systems. You will be responsible for researching ticketing issues, submitting procurement requests, triaging tickets based on urgency, and ensuring timely resolutions by escalating issues as necessary. This position requires a proactive approach and the ability to thrive in a fast-paced environment.

Unfortunately, the Telecom Support Specialist position at our Oil & Gas company requires on-site work in Houston, TX. This is a long-term contract role where collaboration with the team and hands-on engagement with our telecommunications systems is crucial for ensuring seamless operations during transition projects.

At our Oil & Gas company, the Telecom Support Specialist will work in a dynamic and fast-paced environment. You’ll be part of a collaborative team dedicated to optimizing telecommunications services and infrastructure. This role may involve non-standard working hours, so flexibility is essential.

Candidates applying for the Telecom Support Specialist role at our Oil & Gas company are expected to have a strong technical background in telecommunications systems and network infrastructure. Relevant experience in technical support roles, familiarity with ticketing systems, and excellent communication skills are crucial qualifications. Attention to detail and organizational skills will set you apart!

The Telecom Support Specialist will assist with multiple transition projects within our telecommunications systems at the Oil & Gas company. This includes optimizing network infrastructure, managing ticket transitions across ticketing systems, and ensuring the resolution of any related issues efficiently.

A Telecom Support Specialist at our Oil & Gas company plays a pivotal role by enhancing the efficiency of our telecommunications services. By managing and resolving ticketing issues promptly and facilitating communication across teams, you will significantly contribute to the smooth running of operations and support the company’s overall objectives.

When discussing your experience with network ticketing systems, emphasize your familiarity with tools like DevOps, Remedy, ServiceNow, Solarwinds, and Calero. Provide specific examples of how you have used these systems to manage and resolve tickets, detailing any challenges you faced and how you overcame them effectively.

Discuss your strategy for prioritizing workload by considering factors such as ticket urgency and business impact. You may explain how you triage tickets and evaluate which issues require immediate attention, ensuring you meet deadlines while maintaining quality.

Share your problem-solving process for tackling complex technical issues, highlighting your methodical approach, such as gathering information, researching solutions, collaborating with team members, and escalating when necessary to ensure timely resolution.

In this situation, demonstrate your proactive approach by explaining that you'd follow up with the relevant team or individual to check on the ticket's status. Emphasize the importance of communication and your commitment to ensuring customer satisfaction.

Provide a specific example of a time you identified a bottleneck or inefficiency in telecommunications support processes. Detail the actions you took to improve the process and the positive outcomes that resulted, such as reduced resolution times or enhanced customer satisfaction.

Show your dedication to continuous learning by discussing how you follow industry trends through websites, forums, and training programs. Mention any relevant certifications or courses you've completed to highlight your ongoing commitment to staying current in the telecommunications field.

Share a story that illustrates your teamwork skills, focusing on how you collaborated with team members under time constraints. Highlight your role in the team, the communication strategies you employed, and the overall success of the project.

Discuss your methods for maintaining clear communication, such as regular updates, using tracking tools efficiently, and confirming receipt of information. Emphasize how effective communication contributes to timely ticket resolution and overall project success.

Explain your approach to managing high ticket volumes, including prioritization, delegation when possible, and using organizational tools. Stress the importance of staying calm under pressure and ensuring quality service despite the workload.

Identify a common challenge in telecommunications support, such as rapidly changing technology or the complexity of issues. Describe how you address these challenges through methodical problem-solving, seeking support when necessary, and embracing a proactive mindset to develop solutions.