Voice Technician

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

📋 Description

• Deliver exceptional customer service and support to both internal and external clients through remote incident assistance.

• Offer second-line technical support for intricate issues.

• Provide immediate troubleshooting assistance.

• Analyze and resolve reported issues effectively.

• Guide and assist end users throughout their processes.

• Manage support and routine operational tasks.

• Address incident and service requests, ensuring resolution within established Service Level Agreements.

• Diagnose problems and deliver comprehensive solutions to achieve customer satisfaction.

• Ensure optimal configuration of systems.

• Maintain up-to-date asset management and inventory records.

• Identify and suggest enhancements and upgrades to the infrastructure.

• Conduct regular system administration and maintenance on remote sites without disrupting business operations.

⛳️ Requirements

• Demonstrated experience in a similar role.

• Knowledge and experience with Cisco Unified Contact Center Enterprise.

• Familiarity with call recording, voice conferencing, and collaboration tools.

• Background in corporate telephony, including Cisco Call Manager, Cisco Unity Voicemail, and voice gateways.

• Extensive experience with physical phone devices and client voice/UC applications.

• Solid understanding of voice network system requirements and standards.

• Experience in data network technologies such as routers, switches, and firewalls is advantageous.

• Proficiency in TCP/IP, IP subnetting, VLANs, Ethernet, DHCP, DNS, QoS, SIP, and H.323.

• Legal authorization to work in the United States.

🏝️ Benefits

• Health insurance.

• Vision and dental insurance.

• Disability benefits.

• Vacation leave.

• Sick leave.

• 401K.

• Commuter benefits.

• Employee assistance program.