General Description of Position:
Responsible for the design, development and implementation of VOIP systems. Provides first class customer service to our customer base. Provides accurate and efficient technical support and training service to customers. Provides troubleshooting expertise by interfacing with multiple technical staff members and vendors to resolve complex issues. Provides backup support to the Helpdesk and Installation & Repair team.
Duties & Responsibilities:
Responsible for deploying, maintaining, and supporting VOIP systems.
Troubleshoots and resolve highly complex customer telecommunication system problems.
Provides technical expertise to the Help Desk and Installation and Repair teams regarding telecommunication problems.
Develops written statements of work for VOIP installations.
Assists the sales team as a technical resource when VOIP demonstrations are needed and/or site assessments.
Develops Client system documentation.
Benchmarks, analyzes, and makes recommendations for the improvement of customer VOIP systems.
Demonstrates subject matter expertise regarding the latest technologies.
Actively participates on Call Triage Team.
Provides help desk support including analyzing and resolving end-user issues.
Problems Management (determining permanent solutions to unique or chronic problems).
Performs other duties as assigned.
Bachelors Degree or equivalent experience.
Experience with Remote Monitoring and Management Tools (RMM).
Proven ability to manage multiple tasks/projects as well as leading departmental initiatives.
Provide project and technical lead on VOIP project assignments.
5 years experience working with VIOP systems.
3 years experience working with Microsoft Operating Systems.
2 years experience working in a VMware environment.
2 years experience installing switching/routing equipment.
Knowledge of various technologies, including networking, hardware, software, peripherals, network applications, and security.
Experience with installing, configuring, and administering a broad range of technologies.
Proven technical troubleshooting skills and logical problem solving.
Excellent organization, time management and follow up skills and the ability to manage several projects simultaneously.
Strong customer-service orientation.
High level problem analysis and problem resolution skills.
Strong customer orientation.
Excellent written and oral communication skills.
Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint.
Valid drivers license with history of safe driving record.
Ability to work off peak hours to respond to customers.