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CellularOne is not only the company Leading the Cellular Evolution, it is also a great place to work!

We offer an extremely competitive and comprehensive benefit package, with very generous Health Insurance Plans to include Medical, Dental, Vision, Company Paid Life Insurance, a 401K Plan with Company Matching, Personal Leave Time, Paid Holidays, an Optional (Employee Paid) Short Term & Long Term Disability Plan, along with a great environment for growth, training and advancement.

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CellularOne

1500 South Mountain Road
Show Low, AZ 85901

Tel:

1-866-278-4802

Fax:

928-532-2584

Email:

HumanResources@cellularoneaz.com

Sales Field Representative - Farmington (3 positions)

The Sales Field Representative position demands honesty and integrity as financial transactions are performed on-site with little direct supervision. The Sales Field Representative must have a thorough understanding of all available phone, tablet, internet devices, and accessory inventory, along with phone plan, plan features, and data plan offerings, in order to provide the customer with the appropriate products and services. Daily, evening and weekend shifts are required and a varied weekly work schedule. As with all positions at CellularOne, the Field Representative must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

  • Activation of pre-paid, post-paid, renewals, and data plans
  • Weekly and monthly customer follow-up to keep customers current on their bills, and resolve potential concerns.
  • Provide quality customer service to all current and prospective Cellular One customers, which includes:  plan, handset, tablet, data, and feature knowledge
  • Responsible to acquire expertise on all handsets, tablet and phone accessories, as well as phone plans, data plan, and plan features.
  • Meeting or exceeding monthly company sales targets, in adherence to the Policy (Sales Goals – Chargebacks)
  • Ensure correct daily cash balancing and deposits of the Sales Field Representative’s assigned drawer to accurately maintain financial records for the Accounting Department
  • Adhere to an assigned work schedule, while being conscious of minimizing overtime, including clocking in and out via our time keeping system
  • Assist the Cellular One Store Supervisor in performing weekly and monthly inventory counts, in which the Sales Field Representative will be held accountable for all store inventory
  • Assist the Cellular One Store Supervisor in confirming that all marketing collateral is current and up to date.
  • Use the 6 Steps of a Sale & maintain current customer base as well as to attract new customers
  • Other duties as requested by Cellular One Sales Managers
  • The Sales Field Representative must initially fully complete all Cellular One Customer Sales Contracts, with accurate contact information, to include:  correct billing address, correct physical address, with signatures, initials and dates
    • Cellular One Subsidized Sales Contracts must include proof of subsidized qualifications

Education/Experience

Previous retail Sales or Customer Service experience preferred. Excellent interpersonal and organizational skills required. Computer data entry skills preferred.

Working Conditions/Physical Activity Level/Manual Dexterity

  • Requires lifting up to 10 pounds, stooping and bending, with light physical activity.

Sales Engineer - Sunstate

The Sunstate Sales Engineer will report into Director of Sales.  This position will require strong organization skills, customer follow up, requires actions and behaviors that promote a positive and supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

•       Meet all company sales quotas 

•       Participate in all sales and technical training

•       Engineer internet and WAN solutions for Sunstate new and existing clients

•       Engineer workstations or other hardware solutions for Sunstate new and existing clients

•       Build pricing and create Network Designs for Sunstate MSP and ISP services and Hardware

•       Involvement in Product and pricing workbook updates

•       Work cohesively with procurement and projects team to confirm product/project is ordered and laid out according to signed agreement

•       Ensure  service installation close out packages from Sunstate’s projects team for key accounts are performed according to contracted services

•       Proficiency of utilizing Connectwise

•       Submit and manage Feasibility for ICT related projects with Cellular One’s ETO as well as outside vendors and Sunstates technical team

•       Participate in site walks, discovery and sales meetings with IT, Business owners and C-Level personnel

•       Attend any daily, weekly, and/or monthly meetings with Sales Director and/or team

•       Assist with resolving critical issues with any client/ business relationships

•       Keep up to date on industry related news and technology

•       Update all activities according to Sales processes within ConnectWise

•       Create and manage all sales opportunities in Connectwise and submit weekly and monthly reports to Director of sales

•       Achieve Activity points quota on a monthly basis

Education/Experience:

Associates Degree in Business Administration, or related discipline, or the equivalent in work experience.

 Working Conditions/Physical Activity Level/Manual Dexterity-Working conditions will consist of a well-lighted, heated and/or air conditioned indoor office setting with adequate ventilation. This position may require lifting up to 10 pounds, stooping and bending, and light physical activity, needing manual dexterity sufficient to work with the fingers.

Functional Skills

  • Proficient in Cost Guard, Connectwise and Govwin/Onvia and must have detailed knowledge of Microsoft Office
  • Ability to follow, track, develop and create process
  • This position requires strong customer service skills and the ability to multi task in high stress work environment
  • Organized self-starter with drive and capable of managing multiple projects
  • Knowledge to make diagrams/maps
  • Competence to understand VBS language
  • Understanding of all State and federal funding program’s as it pertains to Sunstates core business
  • Ability to define problems, collect data, establish facts, and draw valid conclusions

 

System Administrator - Sunstate Phoenix

 

Technical

roles

responsibilities

 

System Administrator

Review and work on all tickets with a Tier 3 CW Subtype
 

Provide Technical assistance to Tier 2 Technicians
 

Work on Tier 2 tickets and assist Tier 2 engineers if there are no Tier 3 tickets, client projects or business improvement projects to work on (whichever is in most demand/pressing to business needs).

 

In rare cases that none of the above is available, then work on Tier 1 support.

 

System Admins should have thorough understanding of all Tiers and their Subtypes.

 

Given the severity and impact to business of Tier 3 support tickets, System Admins are expected to take ownership of Tier 3 faults and see these through to completion, even if faults need to be worked on past working hours. In the event this is not possible; fault MUST be handed over to the Technical Director or another Tier member that is qualified to assist before finishing shift.

 

Escalation

Where tickets Type/Subtype constitutes Tier 3, but System Admins is unable or uncomfortable with working on the issue, escalation procedure must be followed. Tier 3 escalation should be directly to the Technical Director or another Tier 3 member that is qualified to assist.

Identify Trends, Patterns & Issues

System Admins are expected to identify the most advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by System Admins by writing scripts/designing monitors for automating the repair of these faults, reducing helpdesk effort to repair recurring faults.

 

Project Work

System Admins are expected to spend a significant proportion of their time working on Active Projects and assisting with Interim support of Active projects.

 

As Subject Matter Experts (SMEs) and senior members of the team, System Admins are expected to be actively involved in the design of new systems for clients in conjunction with Technical Director.

 

SLAs

Ensure ticket response times are met as per client’s SLAs.

 

Skill SetS

Technical

Certifacation & Work History

 

Tier 3 Support

System Admins should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University training

System Admins skill set

Advanced Computer and operating system trouble shooting.

Advanced Networking and troubleshooting

Advanced Help desk experience using ticket programs. 3+ years

Advanced Project management and ownership

Advanced Client application troubleshooting.

Project Lead Experience

Project Management Experience

Excellent documentation in ITBoost

System Admins Certifications/Qualifications

A+ certification or compatible years of service and demonstrative work history.

Networking+ certification or compatible years of service and demonstrative work history.

Security+ certification or compatible years of service and demonstrative work history.

CCNA Cisco Certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

Microsoft Certified System Engineer (MCSE) or compatible years of service and demonstrative work history.

Microsoft SQL DBA certification or compatible years of service and demonstrative work history.

 

 

helpdesk cover

ROLES

responsibilities

 

Helpdesk Cover

Ensure System Admins is available always.

Request additional support when necessary

Effective use of Resources

Through effective escalation, System Admins should ensure they identify faults effectively to ensure either escalation to System Admins or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier.

 

Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - System Admins are EXPECTED to write and test scripts/monitors against their own machines and/or in the Dev environment to repair faults, often on mass to save significant helpdesk time in all other tiers and cost to business.

Deployment of scripts/monitors into production environments much first be approved by the System Adminstor/Supervisor

 

 

teamwork

roles

responsibilities

 

Communication

Communicate – Right Time, Right Place.

Role Model

System Admins are some of the most senior members of the team and are role models for Tier 1 and Tier 2 Help Desk Technicians engineers. As such, they are expected to behave with the utmost professionalism which this position commands.

Identify Rising Talent

Tier 3 Technicians should identify and report Tier 2 Technicians who are showing promising signs of improvement/promotion

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

 

 

Customer service

roles

responsibilities

 

Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

System Admins deal with the most serious and critical faults in the business, as well as projects likely to cause significant disruption to business.

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution.

 

Identify Sales Opportunities

Pick up on client buying signals
 

Actively review and Identify systems in need of upgrade or replacement.
 

Forward Opportunities to CW Sales Board.

 

 

REPORTING

ROLES

RESPONSIBILITIES

 

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover to Coordinator.

As a 3rd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to the Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 2 escalation.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

 

Help Desk Tier II Support - Sunstate Phoenix

Technical

roles

responsibilities

 

Tier 2 Support

Review and work on all tickets with a Tier 2 CW Subtype.

Provide Technical assistance and mentoring to Tier 1 Technicians.

Work on Tier 1 tickets and help Tier 3 engineers if there are no Tier 2 tickets to work on (whichever is in most demand/pressing to business needs)

Tier 2 Technicians should have thorough understanding of all Tiers and their Subtypes.

Work on all Tier 2 Faults

All faults which can be categorized from the CW Tier 2 Subtypes should be worked on and resolved by Tier 2 Technicians.

Attempt Tier 3 Faults*

If fault constitutes Tier 3 support, but a Tier 2 Technician feels they can resolve the fault, authorization must be acquired from Tier 3 member before attempting to work on faults.

Escalation

Where tickets Type/Subtype constitutes Tier 3, Escalation procedure must be followed. this will involve advising the Coordinator that a ticket requires escalation from Tier 2. Once a ticket is escalated it will be re-assigned by the coordinator to Tier 3. This keeps the coordinator in the know.

Identify Trends, Patterns & Issues

Tier 2 Technicians are expected to identify more advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by Tier 2 Technicians by writing scripts for automating the repair of these faults, reducing helpdesk effort to repair recurring faults.

 

 

Project Work

Tier 2 Technicians are expected to aid on Projects as and when required

 

SLAs

Ensure ticket response times are met as per client’s SLAs.


Skill SetS

Technical

Certifacation & Work History

 

Tier 2 Support

Tier 2 Technicians should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University Tech training

Tier 2 skill set

Advanced Computer and operating system trouble shooting.

Advanced Networking and troubleshooting.

Advanced Help desk experience using ticket programs. 2+ years.

Basic Project management and ownership

Advanced Client application troubleshooting.

Project Lead Experience

Excellent documentation in ITBoost

Tier 2 Certifications/Qualifications

A+ certification or compatible years of service and work history.

Networking+ certification or compatible years of service and demonstrative work history.

Security+ certification or compatible years of service and demonstrative work history.

CCNA Cisco Certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

 

 

helpdesk cover

ROLES

responsibilities

 

Helpdesk Cover

Ensure helpdesk is manned always.

Request additional support from Coordinator when necessary.

Effective use of Resources

Through effective escalation, Tier 2 Technicians should ensure they identify faults effectively to ensure either escalation to correct Tier or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier.

 

Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - Tier 2 Technicians are permitted to write and test scripts/monitors against their own machines and/or in the Dev environment. However, deployment of scripts/monitors into production environments much first be approved by the Director.

 

 

teamwork

roles

responsibilities

 

Communication

Communicate – Right Time, Right Place.

Role Model

Tier 2 Technicians are role models for Tier 1 Support engineers. As such, they are expected to behave with the professional which this position commands.

Identify Rising Talent

Tier 2 Technicians should identify and report Tier 1 Technicians who are showing promising signs of improvement/promotion

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

 

 


Customer service

roles

responsibilities

 

Effective Communication

Provide clients with accurate, useful information always.

Maintain upbeat, positive, can-do attitude

Every customer is important – make sure they feel that way!

Complain Handling

Tier 2 Technicians are likely to experience more aggressive client frustrations due to the nature of the faults being dealt with, and the severity of these to clients.
 

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution.

Negative and Neutral survey reports are emailed to the Director. Director will send it to the Technician that worked the ticket as well as the Coordinator for follow up with the customer. If the Negative or Neutral was a mistake the Director will delete the negative.

Identify Sales Opportunities

Pick up on client buying signals

Identify systems in need of upgrade or replacement

Forward Opportunities to CW Sales Board.

 

REPORTING

ROLES

RESPONSIBILITIES

 

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover to Coordinator.

As a 2nd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 1 escalation.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Client information, usernames and passwords and How to documents need to be recorded in ITBoost.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

 

Service Manager - Sunstate Phoenix/Show Low

Sunstate Service Manager Roles and Responsibilities:

At Sunstate Technology Group, The Service Manager is directly responsible for the Technical Service Department. In this position, the Service Manager drives client satisfaction and team efficiency by ensuring all business metrics are addressed appropriately. This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing key business metrics, and managing the development of the professional services team’s skillsets. The Service Manager will work closely with the Company’s Sales Team to ensure client expectations are being met and escalated service requests are prioritized appropriately. In addition, the Service Manager will work closely with the management team to ensure all business goals are being met. The ideal candidate for this position will have a strong result driven mindset and business acumen to communicate effectively with the Technical Team, Dispatch Coordinator, Project Coordinator, Sales and the Client.
To succeed in this role, the ideal candidate should be creative and technically apt in many of the technologies we support, and bring a presence of enthusiasm, leadership and guidance to the Technical Team.

Service Manager Daily Roles and Responsibilities:

  • Focus on making every work hour a profitable hour for the company.
  • Ensure that the service delivery team is meeting all metrics set by Sunstate Leadership.
  • Follow all company standards and procedures as currently documented.
  • Track all work billable or not for the entire technical team.
  • Provide an excellent example of customer service on all levels for the company.
  • Mentor Technicians on any aspect of their position.
  • Coordinate and schedule resources for service requests.
  • Manage activities of all technicians, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Manage the workflow of all service requests, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Work Service Requests as assigned according to the company workflow procedures.
  • Provide clients with one-to-one or one-to-many customer service as needed.
  • Review tech time cards to ensure they are being kept up to date in real time.
  • Review and manage the Service Request backlog as needed to ensure all service requests are correctly prioritized, scheduled and moved through the system as desired, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Check with each technician at the end of the day and note all issues requiring priority attention.

Service Manager Weekly Roles and Responsibilities:

  • Review, revise, and annotate service requests for the past week that are older than 7 days.
  • Review all requests for Personal Time from technicians and ensure they are on the schedule.
  • Preview the upcoming weeks and schedule technicians to tasks as early as possible, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Coordinate any planned out-of-office/town services with the Client, Techs, Help Desk Coordinator and Project Coordinator.
  • Plan for the weekly Tech Meeting and draft an agenda.
  • Review time cards and submit for approval by the close of business on the last day of the work week.
  • Review time cards and see them all through the submission and approval process.
  • Monitor and support the progress of technicians written quarterly goals, working with the Director to provide guidance and budget needs.
  • Prepare the tech schedule for the next week, working with the Techs, Help Desk Coordinator and Project Coordinator. Verify that technicians are aware of any changes from their normal schedule.

Service Manager Monthly Roles and Responsibilities:

  • Review and revise previous month's Monthly Maintenance Checklist as needed.
  • Review that service delivery team is meeting all metrics set by Sunstate Leadership.
  • Implement any system-wide changes to the Monthly Maintenance Checklist.
  • Monitor Monthly Maintenance progress and manage the process.
  • Plan and schedule Tech Training, working with the Director.
  • Review Monthly Tracking Sheet and proposed items to monitor progress and manage the process.
  • Create and review the Monthly Checklist for the next month.
  • Manage the ITBoost/ITGlue data and access to that data.
  • Schedule any short notice training for technicians as required.
  • Review tech CPRs, working with the Director

Service Manager Quarterly Roles and Responsibilities:

  • Schedule Quarterly Reviews for each Technician in the second week of the quarter.
  • Prepare each Technician's Quarterly Review including their new Quarterly Goals.
  • Plan and, if possible, schedule any training for the technicians.

Service Manager Yearly Roles and Responsibilities:

  • Review the year and summarize successes and fails. Pay special attention to the goals agreed upon for the year.
  • Establish goals for the year ahead.
  • Participate in company roadmap meetings as required.
  • Provide input for budget needs for the next year.

KEY ACCOUNTABILITIES:

·       Ability to improve service delivery and participate in improving project offerings.

·       Assist in hiring and staffing decisions within the service department.

·       Maintain expert knowledge of key products and services provided by the Company and its Competitors.

·       Effectively prioritize service requests, escalations along with other duties and tasks daily

·       Ability to hold the team accountable to the key business metrics

QUALIFICATIONS:

·       Bachelor’s degree preferred.

·       At least 3 – 5 years of experience working in Service Operations, Technical Operations roles.

·       Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)

·       At least 7-10 years of technical support experience, at Level II Technical Tier Knowledge (Minimum)

·       Experience in all aspects of developing and maintaining a technical service team

·       Proven experience in customer service.

·       Experience with relevant software applications, tools and techniques

SKILLS & KNOWLEDGE:

·       Perceived capacity to exude Personal Credibility and Professional Integrity

·       Positive attitude, towards people and problems

·       Ability to self-start, work independently and achieve high standards to meet multiple deadlines

·       Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills

·       Above-par working capacity, to work in small and large projects with great attention to detail.

·       Strong calendaring, organizational and document management skills.

·       Work effectively with staff in a team-oriented environment with a positive, can-do attitude.

·       Adept in developing and maintaining strong relationships with management, staff, vendors and clients.

·       Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.

·       Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.

 The above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.