Senior Voice Support Desk Systems Engineer

### SUMMARY The Senior Voice Support Desk Systems Engineer is responsible for providing quality services to our clients while maintaining a high level of client satisfaction. You will remotely perform service-based repair calls and provide remote technical support to company clients. You are responsible for management, administration and integration of products, services and applications. ### JOB RESPONSIBILITIES · Remotely service On-premises and Cloud Voice communications systems including PBXs and voicemail systems, to include but not limited to Contact Centers, Unified Messaging, Collaboration tools, Call Recording, etc. · Provide advanced technical support to end-users regarding hardware/application issues. · Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational problems. · Review client environments and make technical/process recommendations for improving efficiency, performance or reliability. · Engage vendor’s Technical Assistance Centers as needed and follow proper escalation path when warranted. · Assist in crafting upgrade plans for client environments. · Plan and manage service-related work independently. · Engineer the design, installation, support and maintenance of communication systems to completion. · Provide on-call support advice and technical support to various users/clients regarding operational/applications issues. · Create and maintain accurate visual and written client-specific documentation. · Stay current in all relevant certification paths and up to date with relevant state-of-the-art technology, equipment and/or systems. · Attend required company and departmental meetings. · Act in accordance with company policies and procedures as set forth in the Employee Handbook · Perform other related duties as assigned. ### QUALIFICATIONS · 5+ years of experience or equivalent experience. · Experience deploying and supporting collaboration platforms and applications. · Experience with and understanding of Routing/Switching, DHCP, SNMP, etc. · Proficiency with business collaboration tools such as MS Office applications and Visio. · Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization. · Commitment – This is needed to see a project or task from start to finish. Showing that you are a hard worker, committed to your job, and improving yourself, shows you can take something on and finish it. · Initiative – Being able to demonstrate you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem. If you can’t solve it yourself, go find someone who can. · Confidence – When you are assured of your own ability, it shows you may need assistance for the tough situations that can arise. · Teamwork – The ability to work with others on a combined task, make contributions to the task, and share the responsibility of the outcome. · Time Management – Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities to meet deadlines. · Enthusiasm – You need to be able to motivate yourself. · Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation. · Networking certifications including Cisco, Microsoft, QoS, Wireless, and call center applications preferred. · Licenses and Certifications o Mitel o Webex or Zoom ### JOB REQUIREMENTS · Should be willing to accept a long-term work-from-home arrangement. · Should be amenable to a permanent night shift schedule.