REMOTE - Field Telecom Technician

What You'll Do...

Provide telecom support to our tax offices following the guidelines set by the IT Manager. **

Essential Duties And Responsibilities**

• Complete cases that support our field phone system solutions via Salesforce, within established SLAs.
• Complete cases that support our corporate phone system solution via the BMC ticketing system within established SLAs.
• Participate in the telecom team's Saturday rotation schedule.
• Participate in the telecom team's west market support coverage rotation schedule.
• Monitor and respond to the softphone MS Teams support chats.
• Maintain phone equipment inventory and phone line inventories including but not limited to line features (Call forwarding, voicemail, hunt lines, VoIP DID's).
• Maintain broadband inventories (Type of connection and speed).
• Order new phone systems for offices and coordinate installation including SIP, SIP & Teams hybrid or analog telephone adapter
• Coordinate the removal and/or relocation of phone systems and TN inventory from closed offices.
• Coordinate all requests for voicemail systems, remote call forwarding and call forwarding.
• Order broadband connectivity for offices and coordinate installation.
• Order Wireless devices and maintain inventory.
• Review/audit phone line billing to ensure accuracy of the office inventory.
• Review and audit broadband billing and wireless billing to ensure accuracy.
• Work closely with Field Technology Managers to inspect office phone lines and equipment during pre-season activities to ensure office readiness.
• Troubleshoot and consult with various vendors, service carriers, Retail Managers, Field Managers, technicians and office staff to analyze and resolve telecom issues.
• Maintain, troubleshoot and support telephone systems/lines in company-owned field offices by phone and e-mail.
• Coordinate between vendors, office staff and field technicians to accomplish resolution.
• Audit phone lines to ensure compliance with company phone line standards including 911 rules and regulations.
• Ensure regular communication with Retail Managers and Field Technology on support issues and needs.
• Audit internet costs to eliminate duplicates and investigate cost variances.
• Provide technical documentation on infrastructure and telecommunications related procedures.
• Train associates on phone system/line features.
• Possess basic Cable/ Fiber modem and router knowledge to troubleshoot connectivity issues.
• Establish and maintain relationships with vendors including but not limited to major and smaller phone service providers.
• Establish and maintain relationships with local and national phone system installers.
• Coordinate phone wiring installation between vendors, field managers and technology managers.

What You'll Bring To The Team...

Education:

• High school diploma or equivalent

Work Experience:

• Experience using computer and ticketing systems.
• Demonstrate competence in MS Office applications (Word, Outlook, Excel, OneNote, Teams).
• Demonstrate problem solving, decision-making and analytical abilities.
• Effective oral, written and interpersonal communication skills.
• Demonstrate ability to work independently. Prioritize and maintain work load.
• Strong organizational skills and ability to effectively work under strict deadlines, while organizing multiple priorities.
• 2 years experience ordering phone lines and phone system equipment.
• 1 year experience managing and auditing phone line billing.
• 1 year experience managing and auditing broadband billing.
• 1 year experience with phone systems.
• Experience in dealing with local exchange carriers and familiarity with telecom terminology

It would be even better if you also had...

• 2 years experience with Nortel phone systems.
• 2 years networking/telecom experience.
• 2 years troubleshooting experience.
• Experience with dispatching.
• Experience processing vendor invoices.
• Familiarity with low voltage standards.
• Familiarity with SIP phones, VOIP, and general Teams telephony

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. **

Pay Range Minimum**

21.15 **

Pay Range Maximum**

31.73 **

About H &R Block...**

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.