Hosted Voice Technician

We’re looking for a motivated, high-energy professional to join our Hosted Voice team!

Responsibilities:

• Install and program Hosted Voice services which may include some or all of the following functionality: Chat; Presence; Voice; Mobility; Audio; Web; Web Conferencing; Desktop Sharing; Call Control; Speech Recognition, Speech-to-Text, Text-to-Speech, and Unified Messaging; Call flow design; Call Reporting management
• Employ appropriate troubleshooting techniques for Hosted Voice services
• Provide Tier II services to the NOC and Customer Service center personnel for Hosted Voice service issues
• Complete work orders for moves, adds, changes (MAC) and deletions, on company supported product lines
• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients
• Receive, plan, and prioritize jobs/work orders via centralized resource management as assigned daily
• Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing, work order progress & completion, time, and materials for client SLAs, etc.
• Inform operations management regarding procedures and/or status of work orders to provide the necessary information for decision making, taking appropriate action, and/or complying with OSHA regulations
• Request equipment and supplies to maintain inventory and ensure availability of required items, as necessary
• Read and understand a SIP flow packet capture specifically regarding issue resolution
• Respond to emergency situations during or after hours to resolve immediate client concerns and meet SLAs
• Transport a variety of items (e.g. tools, equipment, supplies, etc.) to ensure availability of materials required at client site
• Attend meetings, workshops, training, and seminars to convey and/or gather information required to perform job functions
• Contribute to various projects working with minimal supervision, including aiding other departments and team members, as directed

Qualifications:

The ideal candidate for this position will demonstrate:

• A vital interest in contributing to the success of the department’s goals
• Competency and experience in Microsoft Office (Outlook, Word, Excel, PowerPoint
• Effective verbal, written, and interpersonal skills
• Eagerness to adapt existing processes to new, improved systems
• Excellent organizational skills, time management, initiative, attention to detail, follow through, and problem-solving skills
• Strong interpersonal communication and customer service skills with ability to communicate technical information to non-technical personnel both verbally and in writing

Hosted Voice Technician January 2021

• Well-developed decision-making, analytical and problem-solving skills
• Ability to multi-task and accomplish tasks in fast-paced environment with minimal supervision
• Ability to work in high-availability network environment carrying tight SLAs
• Ability to prioritize workload and remain organized
• Ability to effectively work cross functionally with other teams
• Ability to represent the company in a professional manner always
• Possess a proactive, rather than reactive, attitude within the team through mentoring and knowledge sharing
• Experience with Low Voltage Cabling
• Experience with PSTN (Public Switch Telephone Network)/SIP, VoIP Configuration and Deployment, Auto-Attendant/Contact Center
• Knowledge of LAN/VLAN, IP Configuration
• Familiarity with trouble ticketing systems such SupportPal, Zendesk, ConnectWise
• Proven ability to install, service, program, test, and troubleshoot Hosted Voice systems
• Familiarity of PBX and other Legacy Voice products

Working Conditions

• Driving company assigned vehicle to/from work sites in a safe and responsible manner during adverse weather conditions, heavy/light traffic, or at night
• Work sites are varied and may involve extensive walking on various types of terrain, working around objects and machinery in construction areas, and may require confined space entry and ability to work in elevated areas
• Regular use of hands and fingers to operate specialized equipment and tools; extended periods of reaching overhead above the shoulders and horizontally, bending at the waist, as well as climbing, balancing, stooping, kneeling, crouching, and crawling; standing and or walking for extended periods of time; carrying 3-5 pounds equipment for extended periods of time; frequently lifting/moving objects up to 50 pounds or occasionally lifting/moving in excess of 75 pounds with tool aids

Other Requirements:

• Minimum of 2 years of experience in Hosted Voice/Unified Communications
• CCNA certification preferred
• Industry vendor training and/or certification preferred (Cisco, Juniper, Calix, Microsoft, Linux, Metaswitch, Adtran, etc.)
• Ability to see and distinguish different colors, read small print, and hear/recognize audible signals
• Ability to safely utilize step and extension ladders (up to 25 ft.) or other equipment at higher elevations, as appropriate
• Ability to work in confined spaces and outside in all weather conditions and at various hours of the day/night
• Must be available and respond to after hour callouts, work overtime, shift, weekends, and holidays, as required, during Hosted Voice outages until resolved
• Must be able to pass a criminal background check and drug screening
• Must have a valid Driver’s License with a satisfactory driving record

Job Type: Full-time

Pay: $0.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Hosted Voice/ Unified Communications: 2 years (Required)

License/Certification:

• CCNA (Preferred)