• Technician - UCC - Dallas

    Job Locations US-TX
    Posted Date 6 days ago(4/16/2018 2:39 PM)
    Requisition ID
    2018-1877
    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 Experience in the following:

    • NEC Univerge 3C
    • 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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