Careers

Founded in 1993, DCT Telecom Group is an international provider of cloud, data and VoIP solutions, serving thousands of business customers nationwide.  We are a proud business partner of the Cleveland Browns, have been awarded a Top Workplaces honor by The Plain Dealer for two consecutive years, and as one of Northeast Ohio’s fastest growing companies were recognized as a prestigious Weatherhead 100 award winner for seven consecutive years. 

Top WorkplacesDCT takes pride in providing an enjoyable work environment that fosters collaboration and teamwork.  We have a reputation for providing our customers exceptional service and we are looking for individuals who possess a strong work ethic and who share our customer focus.  DCT offers excellent salary, full benefits, 401k, vacation and sick leave, as well as tremendous room for growth and career development.

Due to our continued leadership in providing cloud-based technology solutions, DCT is currently seeking qualified candidates for the following positions.

Current Openings

Service Delivery Manager

Responsibilities

After product training and with the support of the DCT project coordination and engineering groups, the incumbent will independently manage technicians and tasks, and oversee the design and implementation of customer solutions using our private WAN and cloud phone system product sets.

The Manager will be responsible for managing technician personnel. This includes day-to-day task assignments, reviewing their work, addressing issues of policy/process, and rewarding outstanding achievement. In addition, the incumbent will partner with the Vice President, Engineering and Operations to establish training plans and perform annual reviews.

The Manager will be responsible for working with Sales, Project Coordination and Engineering to contribute to the order review process regarding plan development. The incumbent will also be responsible for ensuring any design changes, post hand-off, are documented fully in regards to service delivery needs.

The Manager will be responsible for coordinating the completion of the Configuration phase of solution delivery. This includes coordinating with Scheduling and the responsible engineer to gather all required resources to prepare for the deployment and configuration phases.

The Manager will be responsible for ensuring the deployment and activation/test phases of solution delivery are completed. This includes developing the detailed plans and schedules, working with Scheduling to assign the appropriate resources, and ensuring the work is done on time and at appropriate quality levels. They will do this directly through technicians and indirectly through engineers and engineering assistants.

The Manager will be expected to contribute to process improvements and documentation efforts, as well as the preparation of the vehicles, equipment, tools and materials required for successful site surveys, configuration, deployment and activation activities. The job may occasionally require the Manager to perform work normally assigned to technicians to meet deadlines.

Note that work may be required outside of the core hours of 8:30 a.m. to 5:30 p.m., Monday-Friday. This work would be required for activating products when outages may occur. Expectation for this kind of work is approximately 8 hours per month. This position will require some travel (approximately 25%).

A breakdown of average expected relative effort spent is as follows, in priority order:

  • Managing personnel (15%)
  • Developing detailed schedules for implementation (10%)
  • Managing infrastructure activities in support of service delivery (inventory, etc.) (15%)
  • Managing the output of the configuration phases (10%)
  • Managing the review, deployment and activation phases (40%)
  • Developing process and procedures for Service Delivery (10%)

The incumbent may have additional duties as assigned, including, but not limited to: billing reviews and pre-sales customer meetings.

Skills

  • Networking: technician level.
  • Basic understanding of the uses of network equipment.
  • Basic understanding of how PBXs, HPBXs and WANs work.
  • Troubleshooting skills.
  • Personnel management and interpersonal skills.
  • Project management skills:  schedule creation and tracking.
  • The ability to manage projects in a changing environment.
  • Business acumen in regards to efficiency and customer satisfaction.
  • Knowledge of structured / infrastructure cabling process.
  • Ability to work directly with customers in any situation in a calm, professional manner.
  • Basic understanding of PBX call flow features required: call center queues, hunt groups, auto attendants.
  • Basic understanding of the interconnect needs for items such as overhead paging systems, night ringers, door boxes, door openers, etc.
  • Understanding of the operation of VoIP phones and ATAs.
  • Ability to make simple changes to PBX programming.
  • Ability to work in a Microsoft Office environment (Word, Excel, Outlook).
  • Ability to work with a team to complete tasks.
  • Ability to schedule and trace the status of work done by others.
  • Ability to effectively manage growth in people.

 Behavioral Characteristics

  • Disciplined and process oriented.
  • Detail oriented.
  • Results oriented - drives to meet customer needs.
  • Proactive.
  • Positive.
  • Professional and friendly.
  • Able to thrive and manage change in a fast-paced environment while maintaining process considerations.
  • Able to think clearly in stressful situations.
  • Self-sufficient / independent.
  • Able to lead and work as a member of a team on non-standard projects.
  • Able to lead under pressure - responding in an appropriate way to service outages, etc.

Experience

  • 7 - 10 years of experience in implementing / managing implementation of phone systems.
  • 7 - 10 years of experience in implementing / managing implementation of LAN / WAN / phone network technologies.
  • 1 - 3 years of exposure to VoIP.
  • 1 - 3 years of personnel management and project management experience.
  • HPBX experience will be preferred.
  • Prior successful experience in a customer-facing role required.

 If interested, please submit your resume, cover letter and salary requirements to careers@4dct.com.

Support Engineer

Reponsibilities & Duties

With training, little direction and the support of an engineering staff, the Support Engineer will respond to escalations from the DCT customer service team.  Possible responses will include:

  • Guidance to the customer service team in terms of next steps.
  • Working directly to resolve the issue, including working directly with the customer if needed for information gathering.
  • Escalation to a design engineer, while maintaining responsibility for tracking engineering status, scheduling resources, calling required meetings and updating tracking systems.

The Support Engineer will use the tools provided to monitor the health of the DCT core network, customer endloops, customer premise equipment provided by DCT and partner services. When required, the Support Engineer will engage design engineers for problem resolution, and customer service for customer communication.

The job may also include pre-configuring hardware for deployments, testing unique hardware configurations, and assisting with the maintenance of DCT IT infrastructure.

This position will require little travel (< 10%). Note that work will be required outside of the core hours of 8:30 a.m. to 5:30 p.m., Monday - Friday. This work would be required for resolving/testing critical issues on cloud phone systems, DCT equipment and DCT network. Note, customer service maintains primary responsibility for these issues. Expectation for this kind of work is approximately 10-20 hours per month. In addition, there will be on-call hours spanning all clock hours, all days, for response to priority 1 (system down) issues.

A breakdown of average expected relative effort spent is as follows, in priority order:

  • Receiving and distributing Tier 2 escalations from customer service:  20%
  • Resolving customer issues:  40%
  • Proactive network monitoring:  10%
  • Scheduling, tracking and documenting support and implementation tasks and processes:  20%
  • Pre-configuration of customer equipment:  5%
  • Internal IT support:  5%

The Support Engineer may have additional duties as assigned, including, but not limited to: customer interaction regarding service installation, scheduled or emergency off-hours maintenance, and contribution to internal processes. 

Core Competencies / Skills

  • Network engineering and troubleshooting:  technician level.
  • Basic understanding of the uses of NAT, ACLs, DHCP, VLANs, tunneling, DNS / rDNS.
  • Basic understanding of the uses of SIP, RTP, FTP / TFTP.
  • Basic knowledge of the uses of Syslog, NTP, SNMP and network diagnostic tools (e.g. rdtool, Appneta) is preferred.
  • Ability to work directly with customers and coworkers in any situation in a calm, professional manner.
  • Basic understanding of PBX call flow features is required:  call center queues, hunt groups, auto attendants.
  • Basic understanding of the interconnect needs for items such as overhead paging systems, night ringers, door boxes, door openers, etc.
  • Basic understanding of the uses of MPLS and PPP / MLPPP required.
  • Understanding of how to operate in a Linux environment is desired.
  • Understanding of the operation of VoIP phones and ATAs.
  • Ability to make simple changes to PBX programming.
  • Ability to work in a Microsoft Office environment (Word, Excel, Outlook).
  • Ability to work in a team to complete tasks.
  • Ability to schedule and track the status of work done by others.

Behavioral Characteristics

  • Disciplined.
  • Detail oriented.
  • Results oriented -- drives to meet customer needs.
  • Proactive.
  • Positive.
  • Professional and friendly.
  • Able to thrive in a fast-paced environment, while maintaining process considerations.
  • Able to think clearly in stressful situations.
  • Self-sufficient / independent when working on standard tasks.
  • Able to work as a member of a team on more non-standard tasks.
  • Able to work under pressure -- responding in an appropriate way to service outages, etc.

Required Experience

  • 1 - 3 years of prior experience resolving LAN or WAN issues.
  • 1 - 3 years of experience with VoIP, technician level.
  • CCENT / CCNA a plus, not required. Voice certifications highly preferred.
  • ATSA would be highly desired, especially in the Internetworking and/or IPBG areas.
  • HPBX experience will be preferred.
  • Prior experience in a customer-facing role required.

 If interested, please submit your resume, cover letter and salary requirements to careers@4dct.com.

Account Manager

Description

  • We seek a driven, results-oriented individual committed to delivering a superior customer experience.
  • The Account Manager will be responsible for managing a large existing customer base.

Core Competencies

  • Excellent written and verbal communication skills.
  • Ability to present technical concepts in a consultative manner.
  • Strong business acumen and ability to identify and resolve complex technical issues.
  • Strong work ethic, results orientation and attention to detail.
  • Strong time management skills and the ability to prioritize tasks.
  • Strong account management skills and the ability to build and maintain relationships at all levels of an organization.

Responsibilities

  • Coordinate and participate in product demonstrations and off-site customer meetings.
  • Build and maintain relationships with assigned customers to uncover new opportunities and drive retention.
  • Ability to present complex concepts in a consultative manner demonstrating mastery of the application as well as the market, industry and customer requirements.
  • Ability to determine prospective customer's vision, process and strategy for implementing advanced voice, data and IP services and to design appropriate value-added DCT solution.
  • Respond to customer inquiries on all administrative aspects of their account.
  • Document all customer contact, service history, competitive services and contract status in provided CRM.
  • Perform administrative functions including creation of proposals, contract preparation, placing and tracking orders throughout the provisioning process, and invoice reviews.
  • Develop relationships and work closely with internal resources including service delivery, engineering and customer service to ensure all objectives and intervals are being met.
  • Become proficient in, and maintain expertise on, all DCT products and services. 

Required Experience

  • 2+ years experience in telecommunications or a related technology field preferred but not required.
  • Technical aptitude and strong computer skills including proficiency with MS Office, especially Excel and PowerPoint, Salesforce, and the ability to quickly master proprietary applications.
  • 4 year college degree.
  • Stable work history with a documented track record of growth and professional success.

Compensation

  • $55,000 - $65,000 base salary
  • At plan, total compensation $76,000 to $86,000
  • Full benefits including 401k with company match and profit sharing
  • This position also offers car and cell phone allowance, vacation and sick leave, as well as tremendous room for growth and development in account management within our organization. 

If interested, please submit your resume, cover letter and salary requirements to lklingshirn@4dct.com.