Milwaukee County is looking for a Telecommunications Technician III resource.
Top Skills & Years of Experience:
• Experience as an Enterprise voice and unified communications technician or analyst.
• Moves, adds, changes, and user provisioning across multiple UC platforms.
• Phone number inventory and lifecycle management.
• Ticket queue ownership and incident response.
• Telecom expense management and carrier coordination.
• E911 administration and records management
• User training and adoption support
• Ability to learn new technologies namely Microsoft Teams Voice.
• Communication Skills:
o Read, write, and comprehend simple instructions, reports, short correspondence, and memos.
o Exchange of information with internal/external contacts.
o Explain and gather information, answer queries, or provide assistance to internal, or external contacts.
o Persuade, confirm, or recommend course of action with internal and/or external contacts.
o Ability to document training materials that are easier to use by end users.
• Decision Making Skills:
o Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents.
o Makes decisions of responsibility and results that affect more than one department or a department with multiple units; substantial analysis is required, and many factures must be weight before a decision can be reached.
• Complexity, Judgement and Problem Solving:
o Understand and follow instructions.
o Execute decisions within limits of standard policy and procedures
o Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined.
• Ability to learn new technologies namely Microsoft Teams Voice.
Years of Experience: 3-5 years of experience.
Nice to Have Skills:
- Experience with Landis Contact Center
- Implementation experience
- ITIL Foundations Certification
- Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications
- Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS)
Interview Process: Microsoft Teams/In person
Duration of contract: 5 months
Onsite or Remote? Must be a WI Resident. No relocation is allowed. Hybrid work schedule.
On call time will not be paid for this position.
The Telecom Analyst servers as a key operational resource in handling tasks, including system support, vendor coordination, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency. Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems. This role requires a good understanding of VOIP systems with experience in Avaya phone system and Microsoft Teams Voice being beneficial. The successful candidate will demonstrate basic understanding of SIP technologies, vendor coordination, phone installation, and maintenance. Experience and understanding with e911 platforms. Familiarity with Avaya Workforce Optimization Select and Caler-VERASmart would be advantageous.
• Job Duty: Customer focused VOIP Support
o Descriptive: Provide top-tier support for the organization’s VOIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.
• Job Duty: Trend Analysis and Process Improvement
o Descriptive: Regularly review VOIP systems performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process.
• Job Duty: Support under Project Team
o Descriptive: Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.
• Job Duty: Maintenance of VOIP Systems and Records
o Descriptive: Perform regular maintenance on VOIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail.
Additional details: Occasional early morning start time and weekends may be required.
Sundial Software Corporation is an Information Technology firm headquartered in Madison, Wisconsin. Founded in 1996, Sundial helps businesses of all sizes fulfill their IT needs. Our services include:
Custom Software Development-- We create line of business applications, web applications, Mobile application interfaces, custom API’s and portal software solutions that are responsive, scalable, and fault tolerant. Sundial’s agile design approach affords you the opportunity to work intimately with our team, and our development platform provides our clients with the ability to scale rapidly and efficiently. We provide continuous support and we guarantee client satisfaction.
IT Talent Resourcing—Top industry talent is scarce and recruiting in this space takes a dedicated team of recruiters who specialize in industry specific verticals. Sundial specializes in sourcing IT professionals who deliver on their skillset and who are exceptional leaders in their respective markets. We take pride in our hiring process and we guarantee results. In business, it’s critical that your partner thoroughly understands your talent requirements, has the innate ability to choose the type of individuals who will compliment your environment, and who offers flexible hiring options. We offer direct hire, contract-to-hire, consulting and ITO options.
IT Consulting—When you need the expertise of a consultant who has superior knowledge in the topic at hand, look to Sundial. Whether it’s a business process, an IT project, an internal development or data project or a testing process, we have the consultants who perform at the highest levels of efficiency and effectiveness. We only hire the “best of the best” and we pride ourselves in the high retention rate we maintain at all customer’s sites. Sundial treats their consulting staff exceptionally well and offers them a premier package of benefits and opportunities to grow in their careers.
