Senior Voice Support 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 client customers. 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 client policies and procedures as set forth in the Employee Handbook.
• Perform other related duties as assigned.

QUALIFICATIONS

• Bachelor’s degree and 5+ years of experience or equivalent experience.
• Experience with Mitel voice platforms is highly preferred, including MiCollab, MBG, MiVoice Business, MIR, and/or MiContact Center.
• Experience deploying and supporting collaboration platforms and applications.
• Experience with and understanding of Routing/Switching, DHCP, SNMP, etc.

Required Skills:

1. Proficiency with business collaboration tools such as MS Office applications and Visio. Proficiency with business collaboration tools such as MS Office applications and Visio.
2. 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.
3. 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.
4. 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.
5. Confidence – When you are assured of your own ability, it shows you may need assistance for the tough situations that can arise.
6. Teamwork – The ability to work with others on a combined task, make contributions to the task, and share the responsibility of the outcome.
7. Time Management – Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines.
8. Enthusiasm – You need to be able to motivate yourself.
9. Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.
10. Networking certifications including Cisco, Microsoft, QoS, Wireless, and call center applications preferred.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Standard work hours are Monday through Friday from 8:00 AM to 5:00 PM

following US Time Zone.