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.