VOIP Technician

Company Overview

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end‑to‑end service offerings, there’s really only one:
Zones – First Choice for IT.TM
. Zones is a Global Solution Provider of end‑to‑end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can consider IT Done.

As a VoIP Technician, you will work with Cisco, Avaya and NEC PBXs and peripherals at client locations. You will provide consultation, design, installation, support, configuration/programming, MAC, update/upgrade, maintenance, troubleshooting and repair of voice and Fax network and system components, peripherals, and software. The VoIP Technician also provides peripheral support of ancillary telephony systems, including but not limited to Call Accounting, Call Recording, ACD, E911, Faxing, VoIP conversion, discovery, implementation and testing.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Troubleshoot and resolve complex Telecommunication issues including voice and escalated as necessary
• Gain an expert level understanding of VoIP concepts and a moderate understanding of Network components and architecture
• Install and test phone equipment
• Ability to work in NOC to identify and troubleshoot voice and Fax related issues
• Provide excellent customer service/teamwork/skill to ensure the highest levels of customer satisfaction
• Serve as initial escalation point for technical support issues
• Troubleshoot and report VoIP performance issues
• Responsible for resolving customer requests/issues in a timely manner

• Some level of Technical Training, recent Technical Degree and exposure to networking concepts
• Some experience with Cisco Call Manager, Avaya and NEC centric hardware and peripherals preferred or the ability to learn troubleshooting of hardware and peripherals with on‑the‑job training
• Valid Driver’s License and ability to operate a vehicle, this role will cover locations from the north side of Albany up to Saratoga Springs
• Candidate must provide basic hand/telecommunications tools (7/16 nut driver or socket set, telecom snips, pliers, screwdrivers, etc.)
• Flu Shot and Childhood immunizations to work in a healthcare setting
• Familiarity with programming and operation of call accounting systems preferred
• Experience working with sizeable customers >10,000 lines preferred
• Experience with all telco interfaces: analog, digital, SIP, PRI preferred
• Experience with voice recording systems preferred
• Experience in the Data and Voice industry, especially in Cisco Call Manager, Avaya and NEC support and implementations preferred
• Cisco CCNA Collaboration Certification preferred
• Ability to read and understand blueprints preferred
• Ability to identify and terminate phone lines preferred

Qualified candidates can expect an hourly range of $24.03 - $26.44.

Zones offers a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance with individual state requirements.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy. Zones participates in E‑Verify. E‑Verify is a system that compares information from a team member’s Form I‑9 to federal records to confirm their eligibility to work in the United States.