Senior Voice Support Desk Systems Engineer

SUMMARY

The Senior Voice Support Desk Systems Engineer is responsible for providing quality services to our clients while maintaining a high level of client satisfaction. You will remotely perform service-based repair calls and provide remote technical support to company clients. You are responsible for management, administration and integration of products, services and applications.

JOB RESPONSIBILITIES

·       Remotely service On-premises and Cloud Voice communications systems including PBXs and voicemail systems, to include but not limited to Contact Centers, Unified Messaging, Collaboration tools, Call Recording, etc.

·       Provide advanced technical support to end-users regarding hardware/application issues.

·       Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational problems.

·       Review client environments and make technical/process recommendations for improving efficiency, performance or reliability.

·       Engage vendor’s Technical Assistance Centers as needed and follow proper escalation path when warranted.

·       Assist in crafting upgrade plans for client environments.

·       Plan and manage service-related work independently.

·       Engineer the design, installation, support and maintenance of communication systems to completion.

·       Provide on-call support advice and technical support to various users/clients regarding operational/applications issues.

·       Create and maintain accurate visual and written client-specific documentation.

·       Stay current in all relevant certification paths and up to date with relevant state-of-the-art technology, equipment and/or systems.

·       Attend required company and departmental meetings.

·       Act in accordance with company policies and procedures as set forth in the Employee Handbook

·       Perform other related duties as assigned.

QUALIFICATIONS

·       5+ years of experience or equivalent experience.

·       Experience deploying and supporting collaboration platforms and applications.

·       Experience with and understanding of Routing/Switching, DHCP, SNMP, etc.

·       Proficiency with business collaboration tools such as MS Office applications and Visio.

·       Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization.

·       Commitment – This is needed to see a project or task from start to finish. Showing that you are a hard worker, committed to your job, and improving yourself, shows you can take something on and finish it.

·       Initiative – Being able to demonstrate you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem. If you can’t solve it yourself, go find someone who can.

·       Confidence – When you are assured of your own ability, it shows you may need assistance for the tough situations that can arise.

·       Teamwork – The ability to work with others on a combined task, make contributions to the task, and share the responsibility of the outcome.

·       Time Management – Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities to meet deadlines.

·       Enthusiasm – You need to be able to motivate yourself.

·       Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.

·       Networking certifications including Cisco, Microsoft, QoS, Wireless, and call center applications preferred.

·       Licenses and Certifications

o   Mitel

o   Webex or Zoom

JOB REQUIREMENTS

·       Should be willing to accept a long-term work-from-home arrangement.

·       Should be amenable to a permanent night shift schedule.