UC Technician - CDCR

Position: UC Technician I - CDCR
Primary

Roles & Responsibilities :

* Comprehend basic knowledge to Install and program UC platforms which may include some or all of the following functionality as per certification:
Chat, Presence, Voice, Mobility, Audio, Web, Video, Desktop Sharing, Call Control, Speech Recognition, Unified Messaging, etc.

* Analyze system problems by selecting the appropriate tools and techniques in line with organization guidance

* Select the most appropriate solution to the fault, using the relevant logistical support where appropriate, or escalates to a higher-level where necessary.

* Install and configure appropriate component and or systems appropriate to the organization

* Select the appropriate diagnostic tools to monitor, test and reacts to network performance

* Undertake hardware or software upgrades appropriate to the organization interpreting specifications

* Interpret technical specifications for activities and maintain accurate records

* Respond effectively to customers and provides technical support to them in line with organizations process

* Document completed tasks in accordance with agreed organizational procedures

* Competent with cables or connects equipment in line with technical requirements

* Install and work with a variety of digital communications mediums as appropriate to the organization.

* Travel to client sites as needed to complete assigned work and transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.

Knowledge, Skills, Abilities

* Ability to install, service, program, test and troubleshoot UC systems

* Current Industry and manufacturer specific training on preferred systems which include Premise Based;
Hosted and Cloud Solutions. (Ex. Avaya, Nortel, Zoom, Ring Central, etc.) Including all applications associated with the manufacturer.

* Familiarity of UC applications and other Legacy Voice products.

* Extensive Structured Cabling experience

* Awareness of cloud services/solutions Has a knowledge of routers and switches

* Working knowledge of IT test or diagnostic equipment, different types of cabling and connectivity, and security principles including software, access, encryption and regulation

* Knowledge of the purpose of firewalls, VPN and Remote Access Security, and data (including network architectures)

* Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.

* Understanding of IP protocol and functionalities.

* Knowledge managing voicemail and understanding of PRI protocols, SIP, and basic Telco.

* A thorough and organized approach to work

* Ability to work with a range of internal and external people

* Ability to communicate effectively orally and in writing in a variety of situations and at all levels with colleagues and customers Logical and creative thinking skills

* Possesses knowledge of networks: data, protocols and how they relate to each other; the main routing protocols; the main factors affecting network performance including typical faults, and approaches to error control.

* Awareness of back-up and storage solutions and service level agreements

* Understands the purpose of digital communication technologies

* Understands when a higher level of assistance is required and knows the correct avenue of escalation.

* Valid Driver's license may be required.

* Ability to carry up to 30 lbs. and lift up to 50 lbs.

* Ability to climb ladders and work from heights.

Education / Experience Requirements

Education Requirements:

* Associate degree or certification in a technology services/technical discipline, or equivalent work experience

Experience Requirements:

* 5+ years of professional experience in Voice Telecommunications

* Experience supporting Avaya Aura Communication Manager, Nortel CS-1000 and unified messaging solutions.