Technician - UCC - Dallas

US-TX
1 month ago
Requisition ID
2017-1367
Category (Portal Searching)
Operations

Overview

Deliver unified communications (UC) solutions to support existing and future platform, product and service functionality and multi-platform integration at client locations.  Perform day-to-day installation, service, programming, testing and troubleshooting of UC systems which include Premise Based; Hosted and Cloud Solutions. (Ex. Cisco, Microsoft, Avaya, NEC, Mitel, Shortel, Unify, etc.)

Responsibilities

  • Install and program UC platforms which may include some or all of the following functionality:  Chat; Presence; Voice; Mobility; Audio; Web; Video; Desktop Sharing; Call Control; Speech Recognition; Unified Messaging; Email; Digital Signage etc.
  • Employ appropriate troubleshooting techniques for UC product platform of Premise, Hosted and Cloud point-to-point as well as point to co-location network applications.
  • Complete work orders for moves, adds, changes (MAC) and deletions, on company supported product lines.
  • Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients.
  • Receive, plan and prioritize jobs/work orders via centralized resource management in his/ her territory on a daily basis.
  • Coordinate with other Team Members within North American Commercial Services (NACS) Operations for the purpose of completing projects/work orders efficiently.
  • Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.
  • Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.
  • Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required.
  • Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs.
  • Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.
  • Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.
  • Achieve performance targets established by leadership for applicable Key Performance Indicators. 
  • Perform other duties as assigned by management.

Qualifications

Must Have Experince in the following:

  • NEC Unified Messaging
  • NEC VoIP Phones
  • Polycom conference room phones
  • Enghouse UCB
  • DV Analytics Encore Call Recording
  • MTS Call Accounting
  • VoIP Gateways
  • Custom Media Streamers and Servers
  • ATT Disaster Routing Services
  • PRI Lines
  • POTS Lines

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