Telecommunications Technician
HybridMadison, Wisconsin, United States
Job Summary
Monitor assigned ticket queues and respond efficiently to troubleshoot reported VoIP and unified communications issues. Execute moves, adds, changes, and user provisioning across multiple platforms while managing phone number inventory and lifecycle records. Coordinate with carriers for telecom expense management and handle E911 administration and records. Provide user training, gather information to resolve queries, and document materials to support adoption. Perform regular system maintenance to ensure optimal functionality and review performance trends to recommend process improvements. Work closely with project teams to manage specific tasks and implement enhancements.
Required Qualifications
- 3-5 years of experience
- Experience as an Enterprise voice and unified communications technician or analyst
- Ability to learn new technologies namely Microsoft Teams Voice
- Communication Skills: Read, write and comprehend simple instructions, reports, short correspondence and memos
- Communication Skills: Exchange of information with internal/external contacts
- Communication Skills: Explain and gather information, answer queries, or provide assistance to internal, or external contacts
- Communication Skills: Persuade, confirm, or recommend course of action with internal and/or external contacts
- Communication Skills: Ability to document training materials that are easier to use by end users
- Decision Making Skills: Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents
- Decision Making Skills: Makes decisions of responsibility and results that affect more than one department or a department with multiple units; substantial analysis is required, and many factures must be weight before a decision can be reached
- Complexity, Judgement and Problem Solving: Understand and follow instructions
- Complexity, Judgement and Problem Solving: Execute decisions within limits of standard policy and procedures
- Complexity, Judgement and Problem Solving: Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined
- Role requires reliable transportation
- Some early morning start times (before 7 AM) and weekends may be required
- Experience with Avaya phone system
- Experience with Microsoft Teams Voice
- Basic understanding of SIP technologies
- Experience and understanding with e911 platforms
- Experience with Avaya Workforce Optimization Select
- Experience with Caler-VERASmart
Desired Qualifications
- Experience with Microsoft Teams Voice
- Experience with Landis Contact Center
- Implementation experience
- ITIL Foundations Certification
- Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications
- Avaya Certified Solution Specialist (ACSS)
- Avaya Support Professional Specialist (APS)
- Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications
- Familiarity with Avaya Workforce Optimization Select
- Familiarity with Caler-VERASmart
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