Infrastructure Technician – UC

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Responsibilities encompass on-site troubleshooting of reported telephony issues.

• Collaborating with customers on MACD updates and modifications.

• Engaging with internal house wiring connections, POTS lines, and various PBX integrations.

• Aiding the client in troubleshooting and repairing a variety of issues that may occur.

• Offering technical phone support for employees of corporate clients in a Cisco Systems-based calling environment.

• Managing the daily operations of support services.

• Overseeing escalation procedures to ensure service levels are upheld.

• Supervising the work of vendors or maintenance personnel to guarantee that all reported issues are resolved or accurately triaged.

• Utilizing a trouble-ticket system to maintain detailed records of communication, issues, actions taken, and mitigation or resolution updates.

• Executing project-related tasks assigned by the Project Manager.

• Monitoring and tracking all assigned outstanding issues.

⛳️ Requirements

• Education: Trade School Certificate or Associate Degree in a related field preferred.

• Practical experience in supporting a Cisco System calling environment is required.

• Hands-on experience with Analog wall frame environments is a plus (66 & 110 blocks).

• Basic knowledge of PBX systems is preferred.

• Familiarity with basic computer and networking hardware and maintenance.

• Strong diagnostic and problem-solving abilities.

• Detail-oriented and committed to excellence and customer satisfaction.

• Excellent written and verbal communication skills; capable of translating complex technology concepts into easily understandable terms.

• Exceptional organizational and time management abilities; adept at managing multiple priorities in a fast-paced setting.

• Must possess transportation to travel from site to site within North East Ohio.

• Proficient working knowledge of Microsoft Office.

• Preferred certifications: Computing Technology Industry Association (CompTIA) A+ is a plus.

• Any vendor-based certification for supported PBXs is advantageous.

🏝️ Benefits

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

• Adheres to information security policies and best practices by restricting user system access based on business need-to-know.