Job Description

Role: Voice Technician

Location: Remote, US

Contract: Permanent, Full-Time

Hours: 9am – 5pm EST

Salary: $60,000 - $65,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K, commuter benefits & employee assistance program

Due to further growth of an exciting long-term contract, we are looking to recruit a proven Voice Technician to be responsible for providing a high level of customer service and support to internal and external customers, through offering remote support for incidents, ranging in profile and severity.

The role is primarily a second line technical support position for complex issues and will provide real time troubleshooting support.

Key responsibilities:

• Troubleshoot and mitigate reported issues

• Provide guidance and support to end users

• Oversee the support and business as usual tasks

• Handle incident and service requests and resolve within the agreed Service Level Agreement

• Diagnose faults and provide complete resolution to customer satisfaction

• Ensure systems are optimally configured

• Ensure asset management and inventory are kept up to date

• Identify/recommend infrastructure upgrades and improvements

• Perform routine system administration and maintenance on remote locations with no impact to the business

Skills & experience:

• Proven experience working in a similar position

• Experience and knowledge of Cisco Unified Contact Center Enterprise, Call Recording, Voice Conferencing and Collaboration

• Background with Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways

• Strong experience with physical phone devices and client voice/UC applications

• Good knowledge and understanding of Voice network system requirements and standards

• Background in Data Network technologies such as routers, switches and firewalls is a plus

• Experience of Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.