Description

• Facilitate governance processes, procurement and vendor coordination, stakeholder communication and general project management.
• Provide subject matter expertise for voice communications technologies.
• Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with voice endpoints, applications, operating systems, services, hardware, network connectivity and other infrastructure.
• Process workflow design and automation.
• Plan, execute and deliver real-time communications projects based on roadmaps and stakeholder requirements.
• Work within a defined set of IT service management processes and procedures, including: Incident, Problem, Knowledge, Request, Configuration, Change management.
• Provide after-hours rotational on-call support.
• Dispatch Turret Phone Consoles.
• Assist with continually improving voice communications services including: the operational support model, hardware and software lifecycles, and design standards that align with technology trends.

Requirements

• A strong background in client support and demonstrated ability to work with clients of varied technical skill levels.
• Enterprise VoIP/SIP telephone system support.
• Knowledge and application of Microsoft, ServiceNow and industry best practices and security principles.
• Excellent oral and written communication skills, including understanding of good documentation practices.
• User experience and interface design.
• Data management, reporting and analytics.
• Microsoft 365 platform (Office Pro Plus, Teams, Planner, etc.).
• Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary.
• Knowledge in many areas of the role’s technology focus including service design, monitoring, alerting, management, integration & migration in a large organization with multiple data centers.
• Voice Recorders.
• For a Level 2 (Journey), a minimum of two years of experience to four years related experience is required (if no degree, six-eight years of relevant experience or equivalent combination of education and related experience totaling six-eight years).
• Well-organized with the ability to manage and prioritize multiple tasks simultaneously.
• Microsoft Windows operating systems.
• Active Directory, Group Policy, NTFS permissions, DNS.
• Detail oriented with strong analytical, problem solving and technical troubleshooting skills.

Benefits

• Pension Plan (at no cost to the employee)
• 10 Employee Resource Groups for career development, community service, and networking
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 401(k) plan with employer matching
• Available your first day: Medical, vision, dental, and life insurance
• Virtual Meetings (Microsoft Teams, Zoom, etc.).
• Wellness programs (including access to a recreation and fitness facility)

Training + Development

Interview process

Visa Sponsorship

Security clearance