Enterprise Voice Solutions Engineer

Voice Sales Engineer/IT Technician Level III

Job Description

Job Title: Voice Sales Engineer/IT Technician Level III

Department: IT Department

Reports To: IT Manager

FLSA Status: Exempt

Location: San Antonio

General Responsibilities

Position Summary

- The Voice Sales Engineer/IT Tech III will be responsible for all voice related Issues and call resolution, engineering and directing repair of complex voice, data, and video. They are the top-level engineering and development reference for diagnosing and resolving all IT related queries at the enterprise level. This would include detailed and intensive desktop application trouble shooting, desktop design and building, laptop and server hardware & software configurations and troubleshooting, network routing and switching configurations and trouble shooting at Layer 1,2 & 3. Responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties. Great customer communications including User training.

Key Responsibilities:

-Netsapion experience required Min 1yr

- Read and understand technical documents including but not limited to blueprints and shop drawings, technical manuals, network diagrams and wiring schematics

- Trouble shoot IP voice, data, video and a Tier III level.

- Engineer, Design, Build and Maintain AbsoluteVoice platforms installation/configuration of software applications and Service Implantation.

- Design, build and service all Enterprise Voice Systems and subsystems, Networks, Software Applications, Desktop & Storage systems for small, medium, and large enterprise environments with Sales Team. Will routinely be tasked to resolve Existing customers VOIP issues not in our Cloud environment

- Monitor AbsoluteVoice Cloud health using preexisting management tools and respond to hardware issues as they arise; help build, test, and maintain new servers as needed

- Apply problem solving skills and break down complex problems to isolate outages and restore services on enterprise Voice/data networks.

- Regularly and directly interface with a wide variety of people with tact, courtesy and professionalism, including but not limited to other employees, management, vendors, and customers.

- Being Customer Care, NOC/Helpdesk to ensure that Tier I & Tier II technicians resolve all incoming Voice & IT Service request and have proper training yourself and responsible to train all internal personal to in all positions to support the Voip system and customer service.

- Responsible for tracking all IT Service Request.

- Callout and unscheduled overtime is required, and anticipated.

- May be required to work non-traditional hours.

- Maintain a high regard for personal safety, the safety of company assets and employees, and the general public.

- Maintain a regular, dependable attendance, and high level of performance.

- Write effectively, and understand verbal and written communications, including but not limited to email.

- Speak clearly, both in person and by telephone, using a high level of verbal skills, and listen carefully.

- Travel is required, and a company vehicle is assigned for this job.

- Diagnosing and rectifying SIP, RTP and PBX related voice faults

- Escalating faults to upstream carriers

- Providing accurate and timely advice and issues resolution for our customers

Requirements:

- Bachelor’s Degree in Electronics Technology, Information Technology or Network Engineering preferred

- MS in Technology or Engineering a plus

- In addition to the degree requirement (or acceptable degree substitute), some level of direct and active work experience in the IT field is needed (minimum of 8 years to be considered for Level III Tech and higher).

- Valid Driver’s License

- Expert Level working knowledge of IT Systems and subsystems

- Expert working knowledge and understanding of Data Networking, both routing and switching.

- Ability to perform system wide upgrades to the complete system to enable compatible software on all computers.

- Installing and upgrading anti-virus software to ensure security at the user level.

- Performing tests and evaluations on new software integrations and hardware.

- Providing support to users and being the first point of contact for error reporting.

- Establishing good relationships with all departments and colleagues.

- Conducting daily backup operations.

- Managing technical & Training documentation.

- Required experience with 2 years running Netsapien Experience with Open source SIP based PBX systems (Asterisk, Freeswitch, etc.) · Experience with VOIP Phones such as Grandstream, Yealink, Polycom. knowledge of VOIP (SIP and RTP)

-Managing Porting request and all documentation

Competencies, skills, and abilities:

- Expert diagnostic skills and logical thought processes with the ability to identify and resolve various levels of Data Networking, Desktop application configuration and support

- Expert understanding with Microsoft applications (including but not limited to Word, Excel, Outlook and Visio) for the purpose of word processing, spreadsheet applications, and information retrieval.

- Expert written and verbal communication skills, including attention to detail in documentation.

- Expert customer service skills, able to effectively communicate and work with all levels of management and employees in the corporate office and the field as well as external customers.

- Must demonstrate ownership of work projects and assignments with high degree of autonomy

- Must demonstrate outside the box thinking

- Ability to work with and lead a team of Technicians, provide direction to junior Technicians while working on and resolve Complex Data Networking and IT infrastructure issues. Focus on the key details, follow work rules, and adhere to established work schedules.

- Expert analytical skills and logical thought processes, with ability to identify and resolve simple to complex Data Network issues, including the ability to think quickly and provide support for emergency operations.

- Ability to organize and prioritize daily work, maintain confidentiality as necessary, and work effectively with minimal supervision.

- Ability to perform multiple tasks with strict, and often short, deadlines in a technologically diverse and fast-paced environment.

- Possess and consistently demonstrate a positive attitude with the ability to handle negative or conflicting situations in a logical and professional manner.

- Must be adaptable to organizational change.

- Ability to identify expectations in an employee/employer relationship.

- Must be highly self-motivated with the ability to perform the required and expected duties with little or no direct supervision.

- Must be able to perform all essential functions of the job.

- Job level commensurate with experience and skill level.

Physical demands:

- Must be able to safely lift and carry up to 40 pounds, waist high, on a regular basis.

Position Hours:

Monday - Friday during normal business hours of 7:45am – 5:00 pm

Job Type: Full-time

Pay Starting: $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• On call
• Weekends as needed

Work Location: In person