Senior Help Desk Specialist, Voice

POSITION OVERVIEW 

Provides technical assistance on information technology systems for customers and company employees as directed by their manager'with a specific focus on telephone and voice communication technologies.  Primary emphasis will be to resolve customer and employee service calls over the telephone, via remote access or on site (as needed) within time frames established by their manager or the customer.  Responsible for setting up, installing, maintaining and monitoring voice systems and maintaining voice communications connectivity across all Tech Electronics and customer data centers and offices as the situation dictates.  Performs a variety of research, evaluation, maintenance, installation, and training tasks to ensure the voice systems performance and configurations meet customer and user satisfaction.  This position also serves as a primary point of escalation for Help Desk Specialists and Field Technicians.

Essential Functions

• Provides technical assistance to customers and company employees in resolving service issues pertaining to voice systems as assigned by their manager. Resolves customer and employee inquiries in a timely manner and to 100% customer satisfaction.
• Performs moves, adds and changes on customer's and company's voice Systems that can be performed remotely or at customers site. The general goal is remote and stationary support'but the potential need for a site visit is always a possibility.
• Assures that our voice services are rendered within acceptable limits of our customers or employees; escalates to their manufacturer and/or their manager if appropriate levels cannot be maintained.
• Responsible for ongoing maintenance of voice Systems for our customers and company systems.
• Participates in Team meetings, providing input and suggestions, and prepare minutes of discussion items.
• Obtains industry and/or manufacturer certifications as required by their manager; proactively reviews and assists their manager in the development of their own education and certification plan.
• Implements approved security policies for all customers as directed according to company policy and/or direction of Cyber Security.
• Supports, manages, and ensures optimal operating capability of voice systems whether wireless or wired for all hours of operation with a goal of 99.999% uptime.
• Maintains voice system performance by performing monitoring and analysis, and performance tuning; troubleshooting problems; escalating problems to vendor.
• Develops real-time voice conditions and alert system allowing real-time knowledge of current issues across all customer voice systems, traffic levels, alerts, and any conditions that would indicate a potential future problem.
• As required, works to develop and maintains network QOS (quality of service) for customer voice networks.
• Works to optimize important voice protocols as needs arise to continually improve the efficiency and stability of the systems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal voice technology knowledge; participating in professional organizations.
• Protects organization's value by keeping information confidential.
• Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment to facilitate positive employee morale, productivity and continued improvement.
• Follows company policy as well as specific direction from manager and Cybersecurity with regard to storage of passwords, access to passwords, and sharing of passwords for any and all systems.
• Serves as primary point of escalation to the Help Desk Specialist and field employees and must be able to document and articulate actions taken by the support team towards issue resolution and serve as main communication point for customer.
• Download and install all new versions of system software in the lab environment for testing prior to rolling out upgrades in the field.
• Works with system trainers on training standardization based on feedback from internal and external customers.

Secondary Functions

• As needed may be required to work on various technologies outside the realm of voice technologies with a preference for supporting the various IT teams and the needs that arise.
• Accomplishes all tasks and projects as appropriately assigned or requested.
• Works with Operations on server configuration standards for new systems, upgrades, etc.

Education:

• High School Diploma or G.E.D. Equivalent

Experience (the following items are general guidelines but are not required to fulfill this position)

• Mitel Experience minimum two (2) years' experience in the following: Mitel MiVoice Business, Mitel ACD, Mitel MiCollab MAS, Mitel Nupoint Unified Voice Messaging, Mitel MiContact Center Suite, Mitel Ignite
• PC experience: Microsoft Windows, Active Directory, Exchange, Office 365, Microsoft Teams
• Network experience, network monitoring, switching, routing, Firewalls, OSI Layers 1 through 7.
• Five years User Support experience

Current Openings for Senior Help Desk Specialist, Voice Jobs at Tech Electronics