The UC Technician I will deliver unified communications (UC) solutions to support existing and future platform, product and service functionality and multi-platform integration at client locations. Additionally, they will perform day-to-day installation, service, and programming, testing, and troubleshooting of UC systems which include Premise Based; Hosted and Cloud Solutions. (Ex. Cisco, Microsoft, Avaya, NEC, Mitel, Shortel, Unify, etc.)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; Email; Digital Signage 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. Cisco, Microsoft, Avaya, NEC, Mitel/ Shoretel, Unify, etc.) Including all applications associated with the manufacturer.
Familiarity of UC applications and other Legacy Voice products.
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 Requirements:
Associate degree or certification in a technology services/technical discipline, or equivalent work experience
Experience Requirements:
3+ years of professional experience in Voice Telecommunications
Supervisory ResponsibilityThis position will not have any direct reports.#LI-AB1