Technical Writer | Collins McNicholas

Technical Writer

  • Reference: GYGN43837
  • Job Type: Permanent
  • Location: Galway
  • Category: Information Technology

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

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Gillian Nicholson

Contact Consultant

  • Gillian Nicholson
  • Principal Recruitment Consultant - IT Division
  • 091 706714
  • Connect with Gillian

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