Unified Communication Technician

Black Box•Atlanta, GA

10d

About The Position

The Unified Communication Technician supports internal teams and clients with physical infrastructure, voice networks, and applications. The role assists with managing and maintaining voice systems, handling incident tickets, troubleshooting user issues, and carrying out day-to-day adds, moves, and changes. It also implements and troubleshoots enterprise voice solutions, incidents, and outages, and supports voice communications initiatives and ongoing operations. The technician manages incidents routed from the Service Desk, escalating issues when appropriate to ensure timely resolution and consistently high-quality service. The role also supports site-specific services in coordination with vendors, manages supplies and assets, and completes required documentation while complying with company policies, customer practices, and applicable change-control requirements. The schedule is Monday through Friday, 8 a.m. to 5 p.m., with after-hours on-call responsibility and required overtime after hours. Weekend calls are expected approximately 2% of the time. The position requires the ability to lift 50 pounds and a valid state-issued driver’s license.

Requirements

Bachelor’s degree or equivalent qualification in Information Technology or a similar field, plus 2–5 years of experience providing end-user technical support.
Experience supporting Avaya UC solutions.
Solid working knowledge of Microsoft Office products, including Outlook, Word, and Excel.
Experience using conference applications such as Skype, Zoom, and Outlook.
Ability to install, configure, and test routers and switches.
Experience with building wiring, cabling, and network technologies.
Ability to read and understand network topology diagrams to rack and stack network devices, patch fiber and copper connections, troubleshoot network issues, and label devices and interconnection cables.
Understanding of backbone and horizontal cabling design and industry infrastructure standards.
Ability to troubleshoot copper or fiber network cabling and maintain proper labeling of devices and interconnection cables.
Ability to use a laptop to provide remote engineers access to load equipment configurations.
Ability to work Monday through Friday, 8 a.m. to 5 p.m., with required after-hours overtime and on-call availability; weekend calls occur approximately 2% of the time.
Excellent English and local-language communication skills.
Excellent customer service skills.
Valid state-issued driver’s license.
Ability to pass all pre-employment screenings.
Ability and willingness to lift 50 pounds.
Team-oriented approach and ability to contribute positively to cross-functional teams.
Ability to learn new applications quickly and keep knowledge and skills up to date.
Good time-management skills and demonstrated ability to prioritize and organize a demanding workload as business needs change.
Strong customer-service orientation and ability to serve a diverse client base professionally.
Proactive, self-motivated approach and ability to work independently.
Strong analytical skills and ability to combine technical knowledge with customer-support skills.
Excellent written and verbal communication skills and ability to relate to users, service providers, and management.
Ability to independently identify, evaluate, and resolve a diverse range of support issues.

Responsibilities

Support internal teams and clients with physical infrastructure, voice networks, and applications.
Assist in managing and maintaining voice networks and systems.
Attend to incident tickets in a timely manner.
Assist with day-to-day adds, moves, changes, and user troubleshooting.
Assist in resolving voice-system issues.
Implement and troubleshoot enterprise voice-related solutions, incidents, and system outages.
Support voice technical initiatives, assigned projects, and ongoing voice communications operations.
Manage user incidents routed from the Service Desk and escalate them where appropriate to support timely, high-quality resolution.
Order and track supplies; carry out asset management and dispersal; and fulfill documentation requirements for supported sites.
Work with vendors as needed to support site-specific services, hardware, and software.
Carry out duties in compliance with established business policies.
Exhibit professional behavior with internal and external business associates consistent with company and customer policies and practices.
Follow applicable change-control requirements and understand the quality consequences of improper job performance.