Telecommunications Technician III

About the role

The Telecom Analyst serves as a key operational resource in handling tasks such as system support, vendor coordination, and record maintenance. The goal is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency.

Responsibilities

• Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems.
• Provide top-tier support for the organization’s VOIP systems, with a particular emphasis on enhancing customer experience.
• Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.
• Regularly review VOIP systems performance and support trends to identify areas for process improvement.
• Use critical thinking skills and initiative to recommend and implement enhancements to the support process.
• Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.
• Perform regular maintenance on VOIP systems to ensure optimal functionality.
• Keep call record systems updated and accurate, demonstrating attention to detail.

Qualifications

• Experience as an Enterprise voice and unified communications technician or analyst.
• Moves, adds, changes, and user provisioning across multiple UC platforms.
• Phone number inventory and lifecycle management.
• Ticket queue ownership and incident response.
• Telecom expense management and carrier coordination.
• E911 administration and records management.
• User training and adoption support.
• Ability to learn new technologies namely Microsoft Teams Voice.

Skills

• Experience with Microsoft Teams Voice.
• Experience with Landis Contact Center Implementation experience.
• ITIL Foundations Certification.
• Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications.
• Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS).

Benefits

Competitive salary

Opportunity for advancement

Training & development

Pay

N/A

Schedule

N/A

Interview Process

Microsoft Teams & In Person Onsite, Remote or a Combination of onsite and remote: Combination of onsite and remote.

Additional Details

Role requires reliable transportation. Some early morning start times (before 7 AM) and weekends may be required. Flexible work from home options available.