Enterprise Voice Specialist | Network Solutions

#LI-DNI

CBIZ is recruiting for an Enterprise Voice Specialist who is passionate about modern communication technologies, enjoys troubleshooting at an advanced level, and wants to make a direct impact on how teams stay connected. The Enterprise Voice Specialist works with VoIP and cloud telephony solutions, drives service improvements, supports enterprise voice environments, and helps deliver reliable communication experiences across the organization. The position will provide advanced support, maintenance, and enhancements for the enterprise telephony environment. This role is responsible for Tier 3 voice support, service improvements, testing, documentation, and collaboration with business partners and vendors to ensure reliable communication services.

Essential Functions and Primary Duties

• Work with VoIP providers to identify the best solution for the small branch offices
• Configure settings and validate phones.
• Provide testing of telephony products for quality assurance, configuration enhancements and Firmware rollouts.
• Work Tier 3 branch trouble tickets for call quality and training opportunities.
• Assist in the development of end user and Help Desk training.
• Create and maintain end user and Help Desk documentation. 
• Remotely diagnose and troubleshoot complex, non-routine technical problems.
• Navigate and utilize a set knowledge base as well as think outside of the box to assist in resolutions for end users.
• Thoroughly document steps taken in troubleshooting. 
• Prioritize projects and meet required deadlines.
• Analyze user impact because of changes in hardware, software, and network configurations to identify trends and evaluate risk. 
• Provide feedback to drive service improvements.
• Identify and drive necessary knowledge-based changes.
• Adapt to an ever-changing work environment including updates to processes and documentation requirements.
• Maintain flexibility in daily work schedule based on business needs.
• Provide excellent customer service.  
• Provide a suitable workspace.
• Maintain high speed internet access with a wired connection. 
• Ability to work in a fast-paced environment with ever changing priorities.
• Exceptional listening and analytical skills.
• Ability to process information with high levels of accuracy.
• Ability to work independently with little to no supervision and in a team setting.
• Proficient use of applicable technology. 
• Ability to follow technical instructions and guidelines.
• Ability to document daily activities and system functions. 
• Demonstrated ability to communicate verbally and in writing throughout all levels of the organization.
• Work varying shifts to accommodate business needs including evening, weekend, and holiday coverage.
• Other job duties as assigned.

Preferred Qualifications

• Experience supporting telephony environments (VoIP/SIP).
• Ability to work independently and manage multiple priorities.
• Strong troubleshooting and issue-escalation management skills

Minimum Qualifications

• Bachelor’s degree from an accredited college or technical school, or equivalent relevant experience