16 days old

Technical Service Specialist 2

Chandler, AZ
  • Job Code
Job Description

At Wells Fargo, technology is at the heart of what enables us to satisfy our more than 75 million global customers financial needs and help them succeed financially. The Enterprise Information Technology (EIT) group provides strategic technology-based products, services, and governance for our enterprise business units. EIT helps customers conduct an average of 95 million transactions each day through in-store, online, ATM, and telephone transactions, delivering a true One Wells Fargo experience and ensuring their security, regardless of the channel. Altogether, EIT draws on the talents and motivation of thousands of technology team members across the enterprise, managing world-wide technology for more than 8,700 stores and 12,500 ATMs, making EIT a competitive advantage for Wells Fargo. As part of EIT, Team Member Technologies (TMT) provides robust and innovative solutions for the over 275,000 internal team members and approximately 3,400 applications at Wells Fargo.

TMT provides technical help desk services for Wells Fargo team members who use standard, approved technologies throughout the enterprise. TMT is comprised of multiple support areas, providing a full range of services.

Our TMT group is seeking a Voice (Telephony) Help Desk Specialist (TSS2):

The primary responsibilities of this role include, but are not limited to:

  • Supporting the enterprise telephony
    • Time-division multiplex and voice-over-IP platforms; (including telephones, analog and digital, fax, modem, and POTS lines, BCM, Centrex, and Key Systems, ISDN, T1s, call routing software, softphones.
    • Supporting voicemail systems, toll free services, and audio conference lines.
  • Following established guidelines, responds to telephone inquiries concerning supported, systems status and network connectivity, and a variety of moderately complex applications and hardware and software problems.
  • Documents and resolves failures regarding enterprise Voice applications and hardware and software.
  • Performs detailed router and switch troubleshooting
  • Records inquiries, repairs and services requests, resolves failures or directs them to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction.
  • Facilitates repairs of hardware and software consistent with established service levels.
  • Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and suggests improvements.

Shift Requirements: Must be open to working hours between 6 AM CT 8 PM CT; five days per week, 8 hour shifts, Monday -Saturday.

Required Qualifications

  • 1+ year of client support experience
  • 2+ years of information technology experience
  • 1+ year of Telephony experience
  • 1+ year of technical service support experience

Desired Qualifications

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to effectively listen and elicit information
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Basic Microsoft Office skills
  • Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications
  • 2+ years of help desk experience
  • 1+ years of technical troubleshooting experience
  • Knowledge of layer 2 telephony transports (ISDN PRI, T1, DS-3, etc.) and troubleshooting
  • 1+ year of Voicemail Platform administrations (Cisco Unity, Call Pilot, Meridian Mail, Audix, Modular Messaging, etc.)
  • A strong telephony foundation with knowledge of switching, trunking, routing, and call distribution.
  • Experience communicating with technical personnel including telephony providers and engineers.
  • Prior experience installing and restoring enterprise softphone failures, including AVAYA One X, Universal Soft Phone,
  • Prior experience with enterprise support tools, such as Remedy or PAC2000, enterprise distribution servers, or TC Knowledge Management
  • The candidate should have one or more of the following:
    • 1+ years of programming or troubleshooting PBXs or Key Systems (Nortel, Avaya, Comdial, Siemens Norstar, etc.) and peripherals
    • Programming or troubleshooting Cisco IP Telephones, using Cisco Unified Communications Manager in a fast paced enterprise production environment
    • 1+ years Troubleshooting business telephone lines, such as, Centrex, POTS, VoIP, and/or Toll-Free


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.



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Technical Service Specialist 2

Wells Fargo
Chandler, AZ

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Chandler, AZ

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