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Description of Ideal Candidate:
Our client is looking for a Senior level Phone Communications / Collaborator. This candidate should be able to work autonomously, plan projects to accomplish team initiatives, and provide support to address any and all production issues that arise. Flexibility in work hours is necessary from this candidate as to ensure interruptions in production service hours (hours of operation) are avoided whenever possible. This person should have a positive attitude and be a team player; a can-do attitude is a must. Formal communications and soft skills (for direct interaction with end-users) are both critically important.
Phone-related experience should include hosted AND on-prem administration. Understanding of day-to-day IMAC (installation, moves, additions, changes) administrative tasks with Fuze consoles (both Portal and Hub) is key. There is a minimal amount of administration required for Avaya as well; knowledge of this platform is a plus. Familiarity with managing support calls with vendors is vital as it will be a large part of the job. Ability to summarize and prioritize critical support calls for hotlistĀ sessions with Fuze is also a valuable skill for this position. Must be able to handle high-stress situations from time-to-time to address the occasional outage or crisis. Exposure and experience with conference room technology including Zoom, Microsoft Teams and WebEx is also a nice-to-have for this candidate.
Ideal Technical Skills:
Fuze Administration
Understanding of Fuze Application/Soft Phone (iOS/Android/PC/Mac)
Fuze/Salesforce API interaction understanding including CTI
Avaya Administration a plus
Asterisk knowledge a plus
Polycom VVX, IP 6000/7000/8 Conference and Yealink T48S familiarity
ATAs
Network Troubleshooting
Network Patching a plus
Cisco IOS commands (powering off phones via switch port POE commands)
Online collaboration suites Zoom/Teams/WebEx
Knowledge of USB devices (Cameras/Mics/HDMI capture/Speakerphones)
Inventory Management/Hardware provisioning (phones/meeting technology)
Responsibilities:
Supporting Phones (IMACs, repair, troubleshooting open issues)
Documentation (Procedures, How-tos, Videos for both team members and users)
Inventory regimented and routinized tasks to be documented and given to our IT partners (Randstad) who handle these very clearly articulated and documented tasks.
Automating Procedures
Testing and assisting in the direction and development of emerging technologies
Managing long-term projects
Working with vendors to implement purchased solutions
Educating team members to assist in supporting tasks
Act as backup to Meeting Technology Support person.
Qualifications:
5 years minimum experience in Phone Support
Bachelors degree
Prior experience in a Fuze (Thinking Phones) client company or other VOIP company
Avaya experience is a plus
CCNA in Voice is a plus
Travel will be required numerous times during the year and flexibility in regular hours is critical (Nights/Weekends).
A positive can do attitude and a commitment to producing consistent and innovative high quality solutions is a must.
Aptitude to learn Meeting Room Technologies as candidate will serve as backup to that role.
