Operations Technician III

  • location: Littleton, CO
  • type: Contract
  • salary: $30 per hour

job description

Operations Technician III

Randstad Technologies is seeking an Operation Tech!

Job Functions:

- Act as VoIP communication technical leader for the network operations center team and as a SME (Subject Matter Expert) on communication, network and customer related issues

- Advance troubleshooting of VoIP networks, VoIP equipment, UCCX, Voice Gateways, telepresence, CUCM and Hosted Collaboration CUCDM.

- Track major service outages and other service affecting voice activities. Advise inter-department groups of occurrences and ensure progress towards resolution.

- Perform ticket management function on VoIP network outages as required.

- Perform advance move, add, change, delete in CUCM, CME, Unity, UCCX, HCS CUCDM and etc.

- Ability to work with multiple customers using different processes for MACD and troubleshooting.

- Perform advance system configuration and troubleshooting for CUCM, CUCDM, CUC, UCCS, UCCX, Telepresence, Jabber & CER programming, and management isolation of VoIP network outage causes and service restorations.

- Handle internal/external customer escalations via phone, Remedy tickets, Solarwinds Web Help Desk or email and escalate further any customer-related issues to the appropriate group or manager as necessary.

- Develop, maintain, and assist with providing initial training for new employees.

- Develop client's standard operation procedures during on boarding of new clients.

- Provide technical VoIP communication information or direction for less experienced VoIP employees as assigned.

- Monitor and response to alarms for multiple customers using different views in Solarwinds

- Manage ticket workload for VoIP communication team.

- Analyze current network support processes and update as needed and/or refer priority issues to management.

- Special projects and other duties as assigned.

- Update customer and ticket in timely manner during outages, P1, or P2 tickets.

- Perform duties as technical VoIP network operation center lead for incoming VoIP clients.

Job Requirements:

- Associate's degree in Information Technology, Telecommunication, Networking, Electronics or related field or the equivalent in training and experience.

- Minimum 3 years of experience in configuring and troubleshooting VoIP communication and VoIP network equipment maintenance,

- Minimum of 3 years of hands on experience required in the following voice areas: UCCX, Contact Center, Unity, Call Manger, UCDM, H.323, SIP, Telepresence, Jabber, Host Collaboration CUCDM and Voice Gateway.

- Minimum of 3 years hand on experience in system troubleshooting, including CUCM, CUC, UCCS, Hosted Collaboration CUCDM, UCCX, Jabber, Telepresence, voice gateways & CER programming, and management isolation of network outage causes and service restorations including understanding QOS operational characteristics.

- Excellent verbal and written communications skills required.

- Excellent customer service skills

- CCNA Collaboration and working towards a CCNP Collaboration certification.

- Willingness to attend vendor-specific product training as required.

- Ability to work all shifts including weekends & holidays in a 7x24x365 environment.

Preferred Qualifications:

- Bachelor's degree in Information Technology, Telecommunication, Networking Technology or the equivalent in training and experience.

- Strong customer service orientation.

- Experience provisioning and troubleshooting Cisco Call Manager, UCCX, Unity, CME, Hosted Collaboration CUCDM and Telepresence.

- 3 years hands on experience in system configuration and troubleshooting, including CUCM, CUC, UCCS, UCCX, Jabber, Telepresence, voice gateways, Hosted Collaboration CUCDM & CER programming, and management isolation of network outage causes & service restorations including understanding QOS operational characteristics.

- Experience in voice troubleshooting as a SME (Subject Matter Expert).

- Experience monitoring the status of system outages and keeping management informed of any changes.

- CCNP Collaboration certification

- Advanced knowledge of NTM Remedy and SolarWinds

- Experience with Cisco and Avaya devices.

- Experience training employees in a classroom environment.

- Experience with technical document writing.

- Experience with use of Microsoft Office Excel & Word.

- Solarwinds Web Help Desk experience

- ITIL 2011 certification

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