Voice Technician

About the role

Due to further growth of an exciting long-term contract, we are looking to recruit a proven Voice Technician to be responsible for providing a high level of customer service and support to internal and external customers, through offering remote support for incidents, ranging in profile and severity. The role is primarily a second line technical support position for complex issues and will provide real time troubleshooting support.

Responsibilities

• Troubleshoot and mitigate reported issues
• Provide guidance and support to end users
• Oversee the support and business as usual tasks
• Handle incident and service requests and resolve within the agreed Service Level Agreement
• Diagnose faults and provide complete resolution to customer satisfaction
• Ensure systems are optimally configured
• Ensure asset management and inventory are kept up to date
• Identify/recommend infrastructure upgrades and improvements
• Perform routine system administration and maintenance on remote locations with no impact to the business

Skills & experience

• Proven experience working in a similar position
• Experience and knowledge of Cisco Unified Contact Center Enterprise, Call Recording, Voice Conferencing and Collaboration
• Background with Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways
• Strong experience with physical phone devices and client voice/UC applications
• Good knowledge and understanding of Voice network system requirements and standards
• Background in Data Network technologies such as routers, switches and firewalls is a plus
• Experience of Protocols: TCP/IP, IP subnetting, VLAN's, Ethernet, DHCP, DNS, QoS, SIP, H.323

Pay

$60,000 - $65,000 per annum

Benefits

• Health, vision/dental insurance
• Disability insurance
• Vacation
• Sickness leave
• 401K
• Commuter benefits
• Employee assistance program