Our client is looking for a Telecom Technician to serve as a key operational resource in handling tasks, including system support, vendor coordination, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency. Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems. This role requires a good understanding of VOIP
Tasks:
· Customer focused VOIP Support - Provide top-tier support for the organization’s VOIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.
· Trend Analysis and Process Improvement - Regularly review VOIP systems performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process.
· Support under Project Team - Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.
· Maintenance of VOIP Systems and Records - Perform regula maintenance on VOIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail.
Knowledge, Skills and Abilities Required:
· Read, write and comprehend simple instructions, reports, short correspondence and memos.
· Explain and gather information, answer queries, or provide assistance to internal, or external contacts.
· Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents.
· Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined.
NOTE: Must be a WI Resident. No relocation is allowed. Hybrid work schedule.
Location: Milwaukee, WI (Add additional notes about location – hybrid, remote, etc)
Contract: 5+ months
<>Skills Required:
· 3 years - Experience as an Enterprise voice and unified communications technician or analyst.
· Ability to learn new technologies namely Microsoft Teams Voice.
· Experience with Ticket queue ownership and incident response.
· Experience with moves, adds, changes, and user provisioning across multiple UC platforms.
· Experience with Phone number inventory and lifecycle management.
· Experience with Telecom expense management and carrier coordination.
· Experience with E911 administration and records management
· Experience with user training and adoption support
· Bachelor''s Degree in a related field
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Skills Desired – A plus to have:
· Experience with Landis Contact Center
· Implementation experience
· Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications
· Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS)
· ITIL Foundations Certification
*** Rate depends on experience
*** Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.
*** Companies submitting candidates should only submit direct W2 employees for this position.
Please submit your resume by using the "URL" below
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