Unified Communications (UC) Engineer

AHU Technologies•Washington, DC

5d•Hybrid

About The Position

As part of the Client technology team, this position is responsible for providing support to internal and remote users by installing, configuring, and upgrading Client telecommunication products, including Avaya, CISCO, Aspect Unified Communication, Webex Audio/Video conferencing, VoiP, SIP, analog lines, eFax, and mobile devices. This role serves as the first point of contact for customers seeking Telecom related technical assistance over the phone or email. The engineer will be responsible for monitoring and maintaining the Client Voice Network and reporting issues to the Telecom ISP/Cloud Hosting Vendor (OCTO) using the remedy Portal ticketing system. They will also work with the Telecommunications Partner (Aspect) on upgrades and patch management of voice products, and manage Helpdesk Tickets of Telecom related issues using Zendesk. Additionally, the role involves configuring new hires' user profiles for Voicemail and Display name changes on desk phones in a timely manner, updating Equipment Inventory documentation of the telephony infrastructure and Voice network infrastructure, and maintaining Voice network cabling closets and cable location inventory. The engineer will perform technology refreshes and mobile device iOS updates in accordance with OCTO AirWatch policy, and document work activities into meaningful incidents or tasks in the Zendesk system. All duties are to be performed in accordance with Client policies and procedures. The role also includes maintaining inventories of all Client Telecom assets using the FCMS inventory and Verizon Portal to secure assets, participating in the development of documentation for the Telecom infrastructure and practices, and participating in meetings as required to ensure clear communication within IT Operations. The engineer will also install and move assets as required according to Client IT Operation processes. This position provides technical direction and engineering knowledge for communications activities including planning, designing, developing, testing, installing, and maintaining large communications networks. It ensures that adequate and appropriate planning is provided to direct building architects and planners in building communications spaces and media pathways to meet industry standards. The engineer develops, operates, and maintains voice, wireless, video, and data communications systems, and provides complex engineering or analytical tasks and activities associated with one or more technical areas within the communications function.

Requirements

1-5 years of experience developing, operating and maintaining voice, wireless video, and data comm. Systems.
1-5 years of experience providing direction for communications activities related to large comm. networks.
Troubleshoot daily telecom related issues in the areas of desk phones, call center applications, mobile devices, and data \ voice ports.
Proven experience with telecom system PBX\ACD\UIP.
Proven experience in asset management in the areas of hardware and software.
Good technical understanding of network, telecommunications, and mobile devices.
Proven experience with Call Center Environment.
Bachelor’s degree in IT or related field or equivalent experience.

Nice To Haves

Experience with Avaya, CISCO, Aspect Unified Communication, Webex Audio/Video conferencing, VoiP, SIP, analog lines, eFax, and mobile devices.
Experience using remedy Portal ticketing system.
Experience using Zendesk.
Experience with OCTO AirWatch policy.
Experience with FCMS inventory and Verizon Portal.

Responsibilities

Provide support to internal and remote users by installing, configuring, and upgrading telecommunication products.
Serve as the first point of contact for customers seeking Telecom related technical assistance.
Monitor and maintain the Client Voice Network and report issues to the Telecom ISP/Cloud Hosting Vendor.
Work with Telecommunications Partner on upgrades and patch management of voice products.
Manage Helpdesk Tickets of Telecom related issues.
Configure new hires user profiles for Voicemail and Display name change on desk phones.
Update Equipment Inventory documentation of the telephony infrastructure and Voice network infrastructure.
Maintain Voice network cabling closets and cable location inventory.
Perform technology refreshes and mobile device iOS updates.
Document work activities into meaningful incidents or tasks.
Maintain inventories of all Client Telecom assets.
Participate in the development of the documentation of Telecom infrastructure and practices.
Participate in meetings as required and directed to insure clear communication within IT Operations.
Install and move assets as required.
Provide technical direction and engineering knowledge for communications activities including planning, designing, developing, testing, installing and maintaining large communications networks.
Ensure that adequate and appropriate planning is provided to direct building architects and planners in building communications spaces and media pathways meet industry standards.
Develop, operate, and maintain voice, wireless, video, and data communications systems.
Provide complex engineering or analytical tasks and activities associated with one or more technical areas within the communications function.