Unified Communication Technician I

Black Box•NJ, NJ

About The Position

The Unified Communication Technician I delivers unified communications (UC) solutions at client locations to support current and future platform, product, and service functionality and multi-platform integration. The technician performs day-to-day installation, service, programming, testing, and troubleshooting of premise-based, hosted, and cloud UC systems, including platforms such as Cisco, Microsoft, Avaya, NEC, Mitel, Shortel, and Unify. The role also involves managing work orders, coordinating with operations team members, maintaining required documentation, supporting customer satisfaction, and responding to emergencies during or after hours to resolve client concerns and meet service-level agreements. The technician may transport tools, equipment, and supplies to client sites and must meet established performance targets.

Requirements

Associate degree or certification in a technology services or technical discipline, or equivalent work experience.
At least 2 years of experience with Unified Communications (UC) systems and Smarthands.
Proven ability to install, service, program, test, and troubleshoot UC systems.
Strong customer/client service orientation and effective communication and interpersonal skills, including tact and diplomacy.
Mechanical aptitude and ability to read blueprints and architectural, mechanical, and electrical documents.
Familiarity with PBX and other legacy voice products.
Demonstrated reliability and dependability, including completing tasks on time with minimal supervision, punctuality and attendance, and notifying appropriate individuals when work will not be completed within the agreed timeframe.
Valid driver’s license and ability to safely drive company vehicles.

Nice To Haves

Industry- and manufacturer-specific certifications, such as Cisco CCNA Voice/Network, Microsoft MCSE, or Avaya Certified Implementation/Support Specialist/Expert (ACIS/ACSS or ACSE).

Responsibilities

Install and program UC platforms and related functionality, including chat, presence, voice, mobility, audio, web, video, desktop sharing, call control, speech recognition, unified messaging, email, and digital signage.
Troubleshoot premise-based, hosted, and cloud UC platforms and point-to-point or point-to-co-location network applications.
Complete moves, adds, changes, and deletions (MAC) work orders on supported product lines.
Provide professional and effective service to internal and external customers and clients.
Receive, plan, and prioritize daily jobs and work orders through centralized resource management in the assigned territory.
Coordinate with North American Commercial Services (NACS) Operations team members to complete projects and work orders efficiently.
Complete required written and electronic documentation, including billing and payroll time reporting, work order progress and completion, and time and materials information for client SLAs.
Inform operations management about procedures and work order status to support decision-making, appropriate action, and OSHA compliance.
Request equipment and supplies as needed to maintain inventory and ensure availability of required items.
Respond to emergency situations during or after hours to resolve immediate client concerns and meet SLAs.
Transport tools, equipment, supplies, and other items needed at client sites.
Attend meetings, workshops, training, and seminars to convey or gather information needed to perform job functions.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.