Unified Communication Technician

Black Box•Atlanta, GA

10d

About The Position

The Unified Communication Technician provides technical support to internal teams and clients for physical infrastructure, voice networks, and voice applications. The role assists with managing and maintaining voice systems, handling incidents and user troubleshooting, and implementing and troubleshooting enterprise voice solutions, incidents, and outages. It also supports project initiatives and ongoing voice communications operations. The technician manages incidents routed from the Service Desk or escalates them as appropriate, helping ensure timely resolution and high-quality service. Additional duties include ordering and tracking supplies, managing and distributing assets, maintaining documentation, working with vendors on site-specific services and equipment, and following company policies and change-control requirements. The role requires professional conduct and awareness of the quality implications of job performance. The position works Monday through Friday, 8 a.m. to 5 p.m., with required after-hours overtime and on-call responsibilities. Weekend calls occur approximately 2% of the time. The role also requires the ability and willingness to lift 50 pounds, a valid state-issued driver’s license, and successful completion of pre-employment screenings.

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.
Understanding of backbone and horizontal cabling design and industry infrastructure standards.
Ability to troubleshoot copper or fiber network cabling and maintain proper device and cable labels.
Ability to use a laptop to provide remote engineers access to equipment for loading configurations.
Ability to ensure solutions comply with applicable change-control requirements.
Availability to work Monday through Friday, 8 a.m. to 5 p.m., with required after-hours overtime and on-call work; 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, with the ability to prioritize and organize a demanding workload and adapt to changing business needs.
Strong customer-service orientation and ability to meet the needs of 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

Provide support to internal teams and clients on physical infrastructure, voice networks, and applications.
Assist with management and maintenance of 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 issues with voice systems.
Implement and troubleshoot enterprise voice-related solutions, incidents, and system outages.
Support voice technical initiatives for assigned projects and ongoing voice communications operations.
Manage user incidents routed from the Service Desk, escalating when appropriate to ensure high-quality service and timely resolution.
Order and track supplies; carry out asset management and dispersal; and complete 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 and applicable change-control requirements.
Maintain professional behavior with internal and external business associates, consistent with company and customer policies and practices.
Understand the quality consequences that may result from improper performance of job duties.
Read and interpret network topology diagrams to support rack-and-stack work, fiber and copper patching, network troubleshooting, and device and cable labeling.
Install, configure, and test routers and switches; troubleshoot network copper or fiber cabling; and maintain proper labeling of devices and interconnection cables.
Use a laptop to provide remote engineers access to load configuration sets on equipment.