Tier 2 Unified Communications Engineer (Night Shift)

Job Summary

We are seeking a Tier 2 Voice Engineer to provide expert support for our clients' Unified Communications as a Service (UCaaS) systems. The ideal candidate will have a strong background in VoIP and networking, a passion for solving complex problems, and a commitment to excellent customer service. You'll act as the first point of contact for technical issues, troubleshoot and resolve problems efficiently, and serve as a key escalation point for our frontline support team.

Job Description

Core Responsibilities

• Provide Expert Support: Serve as the primary point of contact for clients, expertly troubleshooting and resolving issues related to call quality, system features, and connectivity. You'll handle incidents ranging from site-wide outages to single service disruptions, communicating solutions clearly to clients via phone, email, and our support portal.
• Mentor and Escalate: Act as an escalation contact for Tier 1 UCaaS Analysts, providing technical guidance and support to help them resolve issues. Escalate complex problems to higher-tier support, vendors, or service providers when necessary, tracking progress meticulously to ensure timely resolution.
• Analyze and Troubleshoot: Use advanced problem-solving skills to analyze call logs and system data, identifying the root cause of issues and pinpointing recurring trends.
• Maintain Documentation & Improve Processes: Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base. Offer suggestions to improve existing processes, ensuring a more efficient and effective support workflow.
• Contribute to Infrastructure: Support the design, administration, and maintenance of our telephony infrastructure. You'll assist in the deployment and testing of new network telephony solutions and help develop network telephony standards.
• Collaborate Effectively: Work closely with internal teams and external vendors to ensure the optimal performance and availability of our voice network.
• Other duties and responsibilities as assigned.

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Requirements:

• VoIP Experience: 3-5 years of hands-on experience in a UCaaS/VoIP support role.
• Networking: 3-10 years of experience with advanced to expert-level networking concepts.
• Troubleshooting: Proven ability to diagnose and resolve complex technical issues.
• Help Desk Tools: Solid experience with ticketing systems for efficient issue logging, tracking, and escalation.

Soft Skills:

• Excellent written and verbal communication skills.
• Superb customer service skills.
• Strong problem-solving and critical thinking abilities.
• High level of attention to detail and time management.
• Additional Requirements

Others

• Certifications: A CCNA Voice certification is a plus.
• Work Schedule: This role requires a variable schedule that may include nights, weekends, and overtime. The position is on-site for the first six months, transitioning to a hybrid model (3 days on-site) upon regularization.
• Work Ethic: Consistent, punctual, and reliable attendance is required.
• We are looking for a candidate who is ready to make an immediate impact while also having room to grow and develop their skills with our team. If you're passionate about voice technology and enjoy a fast-paced, problem-solving environment, we encourage you to apply

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.