IT Technical Specialist II - Voice
About The Position
Under minimal supervision, the technical specialist II in the voice engineer role will participate in the planning, development, and support of telecom and voice technology solutions. The technical specialist II will perform daily & weekly tasks to ensure the availability, performance, health and operations of the voice systems and services, including tasks of monitoring of Microsoft Admin Portal & Voice Dashboard, Carrier Service Portals, ITSCM Incident and Service request review and acknowledge. They Lead small size efforts to include direction of technical and portfolio teams and drive decisions with moderate supervision. The engineer develops and demonstrates technical and operational understanding of more complex responsibilities through day-to-day monitoring and triage of trouble ticket management and collaboration with senior voice engineers.
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.
Responsibilities
- Voice System Administration: 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.
- Voice Carrier Service Administration: 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
Benefits
- On-site gym and fitness classes and one-on-one personal training
- On-site nurse, nutritional counseling, and mental health resources
- Full-service cafeterias
- Free shuttle service to Quincy Adams T Station
- Tuition assistance programs
- Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more
- A company committed to community: volunteer opportunities, employee-led community efforts, and the Arbella Insurance Foundation
- Robust training, mentorship, and professional/personal development programs
- Colleagues who genuinely care about each other
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
