Responsibilities

• As part of the Client technology team, this position is responsible for providing support to internal and remote users by installing, configuring, and upgrading Client telecommunication products, including Avaya, CISCO, Aspect Unified Communication, Webex Audio\\Video conferencing, VoiP, SIP, analog lines, eFax, and mobile devices.
• Serve as the first point of contact for customers seeking Telecom related technical assistance over the phone or email
• Monitoring and maintaining of Client Voice Network and reporting issues to Telecom ISP/Cloud Hosting Vendor (OCTO) using remedy Portal ticketing system.
• Work with Telecommunications Partner (Aspect) on upgrades and patch management of voice products.
• Managing Helpdesk Tickets of Telecom related issues using Zendesk.
• Configuring new hires user profiles for Voicemail and Display name change on desk phones in timely manner
• Update Equipment Inventory documentation of the telephony infrastructure and Voice network infrastructure.
• Maintain Voice network cabling closets and cable location inventory.
• Perform technology refreshes, mobile devices iOS update in accordance with OCTO AirWatch policy
• Ability to document work activities into meaningful incidents or tasks in the Zendesk system.
• Performs all duties in accordance with Client policies and procedures
• Maintain inventories of all Client Telecom assets using the FCMS inventory and Verizon Portal to secure assets
• Participate in the development of the documentation of Telecom infrastructure and practices by providing written and/or verbal communications to effectively maintain a resource of standard practices.
• Participate in meetings as required and directed to insure clear communication within IT Operations.
• Install and move assets as required according to Client IT Operation processes.

Requirements

• Education: Bachelor’s degree in IT or related field or equivalent experience
• 1-5 years of experience developing, operating and maintaining voice, wireless video, and data comm. Systems
• 1-5 years of experience providing direction for communications activities related to large comm. networks
• Troubleshoot daily telecom related issues in the areas of desk phones, call center applications, mobile devices, and data \\ voice ports
• Proven experience with telecom system PBX\\ACD\\UIP
• Proven experience in asset management in the areas of hardware and software
• Good technical understanding of network, telecommunications, and mobile devices
• Proven experience with Call Center Environment
• Bachelor’s degree in IT or related field or equivalent experience. Required