Telecom Support Specialist - W2 only

As a Telecom Support Specialist in an Oil & Gas company, you will focus on assisting with transition projects related to telecommunications systems. Your role will include collaborating with teams to handle ticket management, troubleshooting issues, and optimizing network infrastructure for improved efficiency.

To succeed as a Telecom Support Specialist, candidates should have a background in technical support with a strong focus on network infrastructure. Familiarity with ticketing systems such as DevOps, Remedy, Solarwinds, and excellent problem-solving and communication skills are essential.

The Telecom Support Specialist role requires onsite presence in Houston, TX. This ensures effective collaboration with the technical team and responsiveness to ongoing telecommunication projects within the Oil & Gas industry.

The job outlook for a Telecom Support Specialist, especially in the Oil & Gas industry, is promising. With increasing reliance on advanced telecommunications and network systems, professionals in this role play a vital part in supporting efficient operations and are continually in demand.

As a Telecom Support Specialist, your primary responsibilities include facilitating ticket transitions, troubleshooting ticketing issues, submitting requests, maintaining communication updates, and prioritizing ticket resolutions based on business impact.

Typically, a background in telecommunications, information technology, or related fields is preferred for a Telecom Support Specialist. Practical experience relating to network infrastructure and ticket management is essential to perform effectively.

While the Telecom Support Specialist position is a contract role, working in the Oil & Gas industry provides a level of job security as companies continue to rely on skilled professionals to ensure network stability and efficiency.

In answering this question, highlight your hands-on experience with any telecommunications systems you've worked with. Discuss specific projects, your role, and how your contributions led to successful outcomes.

Explain your approach by discussing techniques you use such as assessing urgency, business impact, and any relevant frameworks or tools that help you manage multiple ticket priorities effectively.

Mention the systems you have used and give details about your proficiency in each. You can name systems like Remedy, ServiceNow, or Solarwinds, and briefly describe how you've utilized them to resolve issues.

Prepare by discussing a specific example where you faced a tough technical challenge. Explain the problem, your approach to troubleshooting, and the final outcome. Showcase your problem-solving skills.

Discuss strategies you use, such as regular updates, utilizing tracking tools, and establishing clear communication channels. Emphasize how maintaining transparency helps in team collaboration.

Share an example where you needed to escalate a ticket, reasoning it out based on urgency or high business impact. Discuss what steps you took to ensure that the escalation was warranted.

Articulate how you remain flexible and deliver results despite changing priorities. Share techniques like staying organized, maintaining focus, and communication with your team.

Communicate the significance of accuracy in documenting and managing tickets, as well as how missing details can lead to complications in ticket resolution and overall operational impact.

Enumerate the tools you’ve employed in previous roles to monitor network performance, whether it's basic software or advanced systems, and explain how you leverage them to enhance network services.

Discuss conflict resolution strategies, including following up, setting timelines for responses, and possibly involving other team members to push for an update. Your approach should reflect your problem-solving skills and diplomacy.