Telecom Support Engineer

Primerica•Duluth, GA

33d•Hybrid

About The Position

The IT Voice Engineer position will assist with supporting our current Unified Communications Platform, supporting our end users and maintaining all related documentation. This position will be responsible for processing New Hires, Transfers and Terminations system wide. This will include extension assignments, voicemail, and other voice related applications. In addition, this position will support end users including training, maintaining training materials, fielding questions from users and repairs.

Requirements

Bachelor's degree in in related field or Industry experience in infrastructure management
2 - 3 years of experience
Exposure to Unified Communications platforms (e.g., Cisco, Avaya, or similar).
Basic understanding of voice systems, including desk phones, softphones, voicemail, and conferencing tools.
Experience with ticketing systems (e.g., JIRA, ServiceNow) for tracking and resolving user issues.
Familiarity with mobile device support, including basic troubleshooting and coordination with telecom providers.
Ability to follow documented procedures for provisioning users (e.g., new hires, transfers, terminations).
Strong customer service orientation and communication skills for supporting end users.
Basic knowledge of networking concepts (e.g., VPN, IP addressing) is a plus.
Internship or entry-level experience in IT or telecom support.
Exposure to VoIP technologies and e911 systems.
Experience working in a corporate IT environment or help desk setting

Nice To Haves

CompTIA A+ or Network+
Cisco CCNA or Similar Vendor certification (Voice or Collaboration) – entry-level exposure
ITIL Foundation

Responsibilities

Process extension assignments, provision voicemail, conference accounts and maintaining all related records. This will involve updates to our Communications Manager, System Manager, IXMessaging, and IX Conferencing systems.
Support our end users, to include: Desk Phones, Soft Phones, Conference Room Phones, VPN Phones, Voicemail, Conference accounts, Desktop Applications, Mobile Application, Sentry e911 Gatekeeper.
Included in an on-call rotation with the team, using the JIRA ticketing system.
Manage corporate mobile devices including overseeing contracts, handling replacements of mobile phones and tablets, coordinating with telecom providers for issue resolution, and supporting daily operational needs related to mobile services.