Primary Roles & Responsibilities:
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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.
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Analyze system problems by selecting the appropriate tools and techniques in line with organization guidance
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Select the most appropriate solution to the fault, using the relevant logistical support where appropriate, or escalates to a higher-level where necessary.
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Install and configure appropriate component and or systems appropriate to the organization
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Select the appropriate diagnostic tools to monitor, test and reacts to network performance
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Undertake hardware or software upgrades appropriate to the organization interpreting specifications
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Interpret technical specifications for activities and maintain accurate records
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Respond effectively to customers and provides technical support to them in line with organizations process
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Document completed tasks in accordance with agreed organizational procedures
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Competent with cables or connects equipment in line with technical requirements
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Install and work with a variety of digital communications mediums as appropriate to the organization.
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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
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Ability to install, service, program, test and troubleshoot UC systems
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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.
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Familiarity of UC applications and other Legacy Voice products.
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Extensive Structured Cabling experience
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Awareness of cloud services/solutions Has a knowledge of routers and switches
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Working knowledge of IT test or diagnostic equipment, different types of cabling and connectivity, and security principles including software, access, encryption and regulation
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Knowledge of the purpose of firewalls, VPN and Remote Access Security, and data (including network architectures)
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Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.
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Understanding of IP protocol and functionalities.
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Knowledge managing voicemail and understanding of PRI protocols, SIP, and basic Telco.
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A thorough and organized approach to work
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Ability to work with a range of internal and external people
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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
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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.
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Awareness of back-up and storage solutions and service level agreements
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Understands the purpose of digital communication technologies
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Understands when a higher level of assistance is required and knows the correct avenue of escalation.
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Valid Driver’s license may be required.
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Ability to carry up to 30 lbs. and lift up to 50 lbs.
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Ability to climb ladders and work from heights.
Education / Experience Requirements
Education Requirements:
Experience Requirements:
5+ years of professional experience in Voice Telecommunications
Experience supporting Avaya Aura Communication Manager, Nortel CS-1000 and unified messaging solutions.
