VOIP Technician Lead

Zones LLC.•Albany, NY

4d•Onsite

About The Position

As a VOIP Technician Lead, you will work with NEC and Cisco centric hardware and peripherals at client locations. Provide consultation, design, installation, support, configuration/programming, MAC, update/upgrade, maintenance, troubleshooting and repair of voice network and system components, peripherals, and software. Provide peripheral support of ancillary telephony systems, including but not limited to Call Accounting, Call Recording, ACD.

Requirements

Experience with Cisco Call Manager and NEC centric hardware and peripherals
Familiarity with programming and operation of call accounting systems
Experience working with sizeable customers >10,000 lines
Experience with all telco interfaces: analog, digital, SIP, PRI
Experience with voice recording systems
Experience in the Data and Voice industry, especially in NEC and Cisco Call Manager support and implementations
Troubleshooting voice issues, and escalate as necessary
Valid Driver’s License and ability to operate a vehicle
Cisco CCNA
Experience with Cisco VG gateways
Experience with Cisco Call Manager 12.5
Experience with Cisco Unity
Experience with Enghouse Interactive Call Center
Experience with Valcom paging
Experience with Rightfax
Experience with Intrado

Responsibilities

Serve as VOIP Technician Lead for escalations.
Complete assessments for Telecom Support ServiceNow Service Requests.
Assign service requests to VoIP resources.
Assess and assign resources to replace APC UPS
Work with requestors to identify locations for new phones, verifies data jacks available.
Create service requests for patching.
Open change requests and presenting to Change Management team.
Meet with Practices and department to discuss changes to ACD.
Coordinate installation of new DAS equipment.
Manage incident queue.
Act as Point of contact for escalations for all Carrier Telecom issues
Engage 3rd party application support teams
Receive direction and prioritization for work assignments from a Customer Designated Management
Maintain updated documentation for all supported telephony related systems and infrastructure.
Facilitate and plan scheduling for upgrades.
Establish documentation and procedural standards for service deliverables.
Provide phone Inventory management.