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Technician -VOIP

Company: Black Box Network Services
Location: Jefferson City
Posted on: March 18, 2020

Job Description:

Requisition ID


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The Voice Technician will deliver enterprise telephony (voice and IP telephony) solutions to support existing product and service functionality and multi-platform integration at client locations. Perform day-to-day field and onsite installation, maintenance, service, programming, testing and troubleshooting of mainly Avaya PBX and Telephony systems, but some Cisco PBX technology as well. Field and onsite support for ancillary technologies such as Vocera, Calabrio, Ascom, AVST and Polycom will also be needed. Perform day-to-day field installation, maintenance, service, programming, testing and troubleshooting of PBX and VOIP voice systems (Ex. Avaya, Cisco, Nortel, Vocera, Calabrio, AVST, Polycom etc.). Consult with manufacturer NOC and support personnel for more complex applications as needed.

Location: St. Louis


* Install analog, digital and IP voice telecommunications equipment at client premise including Avaya and Cisco PBX systems, key systems, voice mail, call center and related peripheral and ancillary equipment including digital, TDM and SIP Trunking.

* Employ appropriate troubleshooting techniques for enterprise analog, digital and IP voice problems, TDM, digital and SIP trunking plus point-to-point as well as point to co-location network applications.

* Complete work orders for moves, adds, changes (MAC) and deletions, on company supported product lines.

* Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients. Assist management with gauging and assessing customer environment and issues.

* Receive, plan and prioritize jobs/work orders via centralized resource management in his/ her territory on a daily basis.

* Assist project management and operations management with project level resource and task planning as needed.

* Coordinate with other Team Members within North American Commercial Services (NACS) Operations for the purpose of completing projects/work orders efficiently.

* Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.

* Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.

* Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required.

* Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs.

* Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.

* Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.

* Achieve performance targets established by leadership for applicable Key Performance Indicators.

* Perform other duties as assigned by management.


* Associate degree or Certification in a technology services/technical discipline, or equivalent work experience.

* Minimum 5+ years voice telecommunications experience with Avaya PBX and VOIP systems and related attached servers and processors, with an emphasis on Communication Manager, Aura Contact Center and Call Management System.

* Minimum 5+ years voice telecommunications experience with Avaya PBX and VOIP systems and related and attached servers and processors.

* Industry and manufacturer specific certifications preferred (specific examples: Avaya Certified Implementation/Support Specialist/Expert (ACIS/ACSS or ACSE).

* Proven ability to install, service, perform maintenance, program, test and troubleshoot analog and digital voice telecommunications equipment and systems, including related and attached servers and processors.

* Experience setting up and troubleshooting one or more of the following company supported PBX/VOIP/Unified Communications systems such as: Avaya, and Cisco.

* Understanding of voice transmission delivery methods and the types of service provided across Copper, Fiber, POTS, T1, T3, SIP, CAS, VOIP Transmission, analog transmission, digital transmission etc.

* Basic knowledge of computer, networks, and information technology related systems.

* Strong PC skills and ability to operate, Windows, Unix, Linux operating systems as required by the manufacturers of the company supported voice systems. Ability to discuss network infrastructure and have working knowledge of customer IT networks.

* Strong customer/client service orientation with effective communication and interpersonal skills, including tact and diplomacy.

* Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.

* Proven skills in reliability and dependability demonstrated through completing tasks on time and with minimal supervision, punctual and present for work, informing appropriate individuals when work will not be completed in agreed upon time frame.

* Valid driver s license and ability to safely drive company vehicles.

What s in it for You*

Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!

We understand attracting great talent requires going beyond just competitive compensation and benefits. Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you!

About Black Box Network Services

Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 2,500 team members. Black Box is an equal opportunity employer. In accordance with Federal, State and Local laws, Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs. #BBOXSJ

Keywords: Black Box Network Services, Jefferson City , Technician -VOIP, Professions , Jefferson City, Missouri

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