Service Delivery Specialist Tier II
Endeavor Telecom, Inc. - Atlanta, GA

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In anticipation of ongoing growth in 2013 and beyond, Endeavor is seeking to add Tier II Service Delivery Specialists to its Atlanta-based Technical Access Center (TAC) which provides technical support assistance to a field force of thousands of Field Engineers located throughout all 50 U.S. states, Canada, Mexico, and the Caribbean. If you are seeking a challenging, rewarding environment in which to grow your skills and experience, Endeavor is right for you.

Reporting to the Service Operations Manager, Endeavor Service Delivery Specialists are responsible for providing technical support to Endeavor’s North American field service engineers and are charged with quality assurance and dispatch documentation.

Many of Endeavor's staff members and managers worked as Service Delivery Specialists before being promoted to other departments and positions such as project management, sales, accounting, IT, logistics management, recruiting, quality assurance, solutions design, and operations engineering. This position also allows for cross training across other operational departments, providing employees vital knowledge of the company’s business process and preparing them to succeed in future positions

RESPONSIBILITIES INCLUDE:
Logging Field Engineers onsite for an installation or repair dispatch. Providing extensive technical support and guidance to Field Engineers onsite to ensure a successful dispatch. Logging Field Engineers offsite to assure a quality completion and documentation. During certain times, scheduling Endeavor Field Engineers to arrive onsite for emergency installation and repair dispatches. Working in a highly-collaborative team to provide excellent technical support. A typical work day generally consists of: 80% remote equipment configuration and troubleshooting network issues 15% documentation. 5% logging FEs onsite

REQUIRED EDUCATION & CERTIFICATIONS:
High School Diploma
Associate’s degree
Network+ and CCNA certifications required

REQUIRED EXPERIENCE:
Minimum 3 years work experience with a computer technology and data networking background.

REQUIRED EXPERTISE:
Strong Computer Skills (Windows Operating System). Strong Data Networking Skills (TCP/IP). Excellent knowledge of the Internet, email, MS Word, and MS Excel. Ability to type no fewer than 40 words per minute while on the telephone. Expert proficiency to communicate clearly in written and oral English. Ability to learn complex technical information quickly. A positive "Can Do" attitude. Willingness to work hard for a career. Ability to work and excel in a fast-paced environment. CONFIDENCE & PROFESSIONALISM.

ADDITIONAL DESIRED EXPERIENCE (Not necessarily required):
Bachelor’s Degree Certifications including A+, MCSA, MCSE, MCIT, CCNP Expert proficiency in data networking including advanced TCP/IP, DHCP, QoS, VPN, & firewall configuration. Voice communications and PBX support. Knowledge of xDSL, T1, VoIP, low-voltage (telecommunications) Inside Wiring (IW), security, Point-of-Sale, and/or Security. Proficiency in Spanish or French. Low voltage electrical or security license.

AVAILABLE SHIFTS:
Monday – Friday 10am-7pm OR 12pm-9pm Weekend & overnight available

COMPENSATION:
Total Compensation: $40,000 - $45,000 per year plus benefits, depending upon experience, education, & certifications. Compensation includes salary paid on the 1st and 15th of each month & Individual Performance Bonuses distributed every four months. Individual Performance Bonuses are based purely upon the individual employee meeting pre-defined goals and metrics based on the position. Employees performing at the commendable level are expected to receive 100% of their Individual Performance Bonuses regardless of overall company performance. Full employee benefits include medical and dental insurance. Endeavor pays 100% of the individual employee coverage costs and contributes to family coverage.

Interested and qualified applicants please send resumes AND salary expectations to careers@endeavortelecom.com .

THE COMPANY:
Endeavor's focus is providing field installation, repair, maintenance, order fulfillment, and outsourced support services to telephone companies and information technology solutions providers. Endeavor's scopes of work are principally related to xDSL, T1, telecommunications inside wiring, VoIP, key/PBX systems, Point-of-Sale Systems, Digital Signage, security, and Internet Protocol (IP) enabled technologies in commercial environments.
Endeavor's Technical Access Center (TAC) and Logistics operations facilities are located off of I-75 near Windy Hill Road in Atlanta, Georgia. Individuals selected for this position will work from the TAC in a full time capacity alongside Endeavor’s other production operations departments.

Endeavor’s primary production operations departments include Service Provisioning, Service Delivery, Project Management, Logistics, and Quality Assurance. Service Provisioning is responsible for scheduling field engineers to perform inside wiring and telecom equipment installations throughout the US, Canada, and Mexico. Service Delivery operates 24x7x365 and is charged with providing technical support to field service technicians, providing out-sourced Tier I/II/III technical support to customer end-users, and quality assurance. Endeavor's logistical responsibilities are primarily inventory management and the configuration and shipping of equipment to field engineers for service. Production department activities are reviewed by the Quality Assurance team which investigates defects and issues containment and corrective actions.

Endeavor's staff is casual and personable, but the work environment is extremely fast-paced. By way of headcount, the vast majority of Endeavor's field force consists of individually managed independent contractors. Endeavor's operations departments use Endeavor's in-house management information system, the Endeavor Service Portal (ESP), which provides an abundance of real-time metrics.

EEO Statement: Endeavor is committed to diversity. Endeavor is an inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance. Endeavor believes in understanding and respecting differences to work together to achieve company goals. Endeavor does not discriminate based on race, ethnicity, religion, gender, culture or physical ability. Benefits and compensation are administered in accordance with the company's applicable policy for the position.

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