Looking for your next opportunity? Apex systems is currently supporting a direct hire Voice Engineer/Desktop Support position with one of our MSP clients based out of West Chester, PA. The role is fully remote.
If interested, please send updated resume and availability to connect via phone to
Job Function:
Dealing with engineering assignments and maintenance for Voice Client base across multiple Voice solutions (Mitel, Avaya, ESi, Hosted platforms, etc.)
Assist in the diagnostic and planning of network roadmaps
Provide technical assistance to clients and Technicians from all Voice systems along with remote assistance to Project Managers when needed.
The Voice Engineer will be required to assist in diagnosing Sip Trunking / SBC issues and to conceptualize implementation of mitigation procedures for broad spectrum issues across all voice solutions.
Responsibilities:
Communicate with clients, technicians, and points of contact for troubleshooting and diagnosing of issues. This includes providing clear, verbal instructions that are understood by the customers and/or technicians; following up with status of incidents/requests accurately and timely; solve technical escalation requests effectively and accurately
Troubleshoot voice services for all Digital and IP hardware components that our client deploys and assist in escalation from all voice solutions. This includes opening tickets with Providers to further pinpoint issues that are occurring, and working with other technicians on issues they may be having
Oversee and initiate maintenance of remote servers and equipment, including coordinating timeframes with clients to mitigate downtime.
Accurately record and document details of customer interaction via the internal ticketing system (including categorization, priority of ticket, and any other relevant information acquired while resolving issues).
Analyze new equipment and emerging technology as it is released to prepare for any new implementations to ensure that clients are receiving the best and most up to date support.
Qualifications:
Minimum high school diploma; Associate or technical degree or equivalent work experience a plus.
Previous call center or service desk experience required; 3-4 years' experience in a customer service role
Knowledge and experience with Voice systems along with experience in SIP Trunking SBC's, PRIs required. Configuration of Edgewater, IPO, IP500s, and/or Mitel devices preferred.
Knowledge of Network Switch configuration is required. Experience with Extreme switches preferred. (400 and 200 Series).
Proficiency with Advanced computer skills is required: Ipconfig, DNS lookup, checking arp/fdb table, looking up DHCP leases. This is crucial for network diagnostics and are skills that are used daily.
Soft Skills: strong customer interfacing skills (verbal, social, written), strong communicator, problem solver, good interpersonal skills, demonstrates adaptability and resourcefulness, good organizational skills are a must.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
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