IT Technical Specialist II - Voice

Key Responsibilities

• Daily Management of MACD Assignments
• Review and address all teams voice service requests and incidents
• Maintain DID and TFN system of record for accuracy
• Monitor and acknowledge carrier portal activity
• Ongoing review and adjustments of Voice Service workflows and documentation
• Participate in and support maintenance windows for change request
• Monitor, Manage and Support Call Tower & Microsoft Teams Reporting and Admin portal
• General IT Support: Provide technical support to ITSC
• Manage Cherwell incidents and service requests assigned to Voice Services
• Participate in on-call rotation

Key Requirements

• Knowledge and experience with Telecom technologies is specific to MSFT UC TEAMS VOICE, IP Telephony.
• Call Reporting, Call routing fundamentals.
• Knowledge of End User voice services. IP Phones, Sip/H.323 endpoints, CDR, Remote worker, Softphone.
• ATA, Audio Code.
• Strong understanding of e.911 Services and configuration within UC systems, Compliance Laws.
• Good Knowledge of Microsoft Teams admin console, feature, licensing enablement and administration.
• Foundational knowledge in call routing methodology such as Skills, Proficiency, Hunt Groups, calling search space, CDR, call tracing, dial plan, auto attendant.
• Knowledge of telecom carrier services, SIP trunking, Number Porting.
• MACD
• Excellent customer service, communication and collaboration skills.

Pay

Average annual salary range for this position is approximately $76,000 to $95,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs.