Job Description

Primary Roles & Responsibilities:

• Comprehend basic knowledge to Install and program UC platforms which may include some or all of the following functionality as per certification: Chat, Presence, Voice, Mobility, Audio, Web, Video, Desktop Sharing, Call Control, Speech Recognition, Unified Messaging, etc.
• Analyze system problems by selecting the appropriate tools and techniques in line with organization guidance
• Select the most appropriate solution to the fault, using the relevant logistical support where appropriate, or escalates to a higher-level where necessary.
• Install and configure appropriate component and or systems appropriate to the organization
• Select the appropriate diagnostic tools to monitor, test and reacts to network performance
• Undertake hardware or software upgrades appropriate to the organization interpreting specifications
• Interpret technical specifications for activities and maintain accurate records
• Respond effectively to customers and provides technical support to them in line with organizations process
• Document completed tasks in accordance with agreed organizational procedures
• Competent with cables or connects equipment in line with technical requirements
• Install and work with a variety of digital communications mediums as appropriate to the organization.
• Travel to client sites as needed to complete assigned work and transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.

Knowledge, Skills, Abilities

• Ability to install, service, program, test and troubleshoot UC systems
• Current Industry and manufacturer specific training on preferred systems which include Premise Based; Hosted and Cloud Solutions. (Ex. Avaya, Nortel, Zoom, RingCentral, etc.) Including all applications associated with the manufacturer.
• Familiarity of UC applications and other Legacy Voice products.
• Extensive Structured Cabling experience
• Awareness of cloud services/solutions Has a knowledge of routers and switches
• Working knowledge of IT test or diagnostic equipment, different types of cabling and connectivity, and security principles including software, access, encryption and regulation
• Knowledge of the purpose of firewalls, VPN and Remote Access Security, and data (including network architectures)
• Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.
• Understanding of IP protocol and functionalities.
• Knowledge managing voicemail and understanding of PRI protocols, SIP, and basic Telco.
• A thorough and organized approach to work
• Ability to work with a range of internal and external people
• Ability to communicate effectively orally and in writing in a variety of situations and at all levels with colleagues and customers Logical and creative thinking skills
• Possesses knowledge of networks: data, protocols and how they relate to each other; the main routing protocols; the main factors affecting network performance including typical faults, and approaches to error control.
• Awareness of back-up and storage solutions and service level agreements
• Understands the purpose of digital communication technologies
• Understands when a higher level of assistance is required and knows the correct avenue of escalation.
• Valid Driver’s license may be required.
• Ability to carry up to 30 lbs. and lift up to 50 lbs.
• Ability to climb ladders and work from heights.

Education / Experience Requirements

Education Requirements:

• Associate degree or certification in a technology services/technical discipline, or equivalent work experience

Experience Requirements:

• 5+ years of professional experience in Voice Telecommunications

• Experience supporting Avaya Aura Communication Manager, Nortel CS-1000 and unified messaging solutions.