Telecommunications Tech CCM CUC CUCM UCCE

Cisco Voice Technician

The Cisco Voice Technician installs, configures and troubleshoots Cisco Call Manager technical support on a wide range of customer repair tickets including Cisco Unity (Voicemail). Performs the basic analog and VoIP telephone equipment installation and maintenance. Assists in procurement and maintenance of voice services for client's enterprise wide. The system engineer manages major telecommunication projects involving remote site locations.

Responsibilities

· Provides technical support to assist customers on a wide range of repair tickets and requests for add, moves and changes.

· Installs, tests, maintains and repairs telephone system equipment.

· Maintains site specific telephone line termination records and prepares written status reports.

· Familiar with standard concepts practices and procedures within the telecommunications field.

· Analyze and recognize problems working with our Cisco Voice Engineer in escalations.

· Establish and maintain effective interpersonal relationships with customers on a daily basis.

· Remote site network implementation and maintenance.

· Escalation-demonstrates timely and effective issue escalation to the appropriate parties.

· Projects/priorities-manages multiple complex priorities and projects.

· Documentation-constructs and maintains clear, concise, and relevant documentation.

· Workflow- works with customer to understand business unit workflow by using published organizational methods and tools

· Expectations-manages customer expectations to ensure alignment with organizational goals and objectives

· Supervision-works under indirect supervision

Education and Training:

· Associate Degree or bachelor's degree preferred and/or equivalent of work history and education. Minimum of a HS Diploma or GED.

· Information Technology in Computer Systems Technology or equivalent.

· ITIL Foundation Certification.

Experience:

· Minimum 3 to 5 years' experience in Telecommunications and related equipment... Prior experience in healthcare preferred

· Possess knowledge of basic project management skills

· Experience with the following office automation tools:

- Microsoft Office Suite

- Microsoft Excel