Technical Writer

Job Category:
Other - IT Trainer, Tech Writer, etc
Job Type:
Level of IT Experience:
0-1 Year
Salary Description:
Collins McNicholas Recruitment & HR Services
Job Ref:

You will be working as part of the Global Telephony Services team, as our Telephony Technical Writer you will be expected to:

Work with telephony managers to develop, design and implement a standard document design format

Document telecoms design architectures, including hardware, virtual machines, software applications

Implement and maintain a SharePoint design architecture library

Work with telephony engineers & managers to identify and highlight interdependencies, redundancy & single points of failure

Document existing call flows

Implement and maintain a SharePoint call flow library

Develop a standard document format for essential business communications

Generate monthly Telecoms Newsletter

Participate in 1st line support activities

Monitor unassigned tickets

Categorize and assign tickets

Action basic moves, adds and changes in Avaya ASA (Training Provided)

Knowledge, understanding, and compliance with all applicable International, Federal, State, and Local laws and regulations relating to job duties

General Role Requirements

Proactive and self-motivated approach, able to work independently

Ensures all solutions adhere to applicable change control requirements

Ability to maintain highest level of confidentiality

Effective people management skills, able to adopt appropriate styles to foster strong team working environments, minimize and manage conflict and cultivate a culture of mutual respect

Excellent customer service skills, able to understand, manage and meet business requirements, and deliver exceptional service to clients and colleagues at all times

Strong time management skills, able to organize and prioritize a busy workload to meet tight deadlines and adapt to fit the changing needs of the business

Results oriented mind-set, with strong analytical skills and the ability to combine technical knowledge, judgment skills and a pragmatic approach

Works independently / part of a team to produce solutions in support of customer service level agreements

Address immediate service needs of all end users regardless of Business Unit affiliation

Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems

Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management

Carries out duties in compliance with established business policies

Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities.

Education / Experience


Bachelor / Master’s degree in Engineering, Information Systems, Computer Science,

Business or the Life Sciences or equivalent experience;

Advanced experience with Microsoft Office applications

Word, Excel, PowerPoint, Visio

Proficient in SharePoint

Logical, methodical and structured approach

Working knowledge in a contact center environment

Results orientation, deadline driven

Resilient. Responds positively to set-backs

Effective time management

Ability to prioritize

Effective presentational communication skills


Experience with compliance and audit processes, SOX, HIPAA and PCI requirements

Understanding of IT service management frameworks such as ITIL

Previous experience of dealing with external Audit companies

Contact Details:
Collins McNicholas Recruitment & HR Services
Tel: (071) 9142411/914246
Contact: Gillian Nicholson

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