IT Desktop Support

US-NY-Painted Post
3 days ago
Job ID
2017-28006
Category
Helpdesk
Position Type
Contract (Full-Time)
# of Openings
1

Overview

Monday - Friday 8-5 pm will be the normal shift.

Eventually this candidate will be worked into a rotating on call coverage but not until all training is done and a need arises.
No Overtime is anticipated and any that does occur will need manager approval prior to working it.

Responsibilities

  • Support for analyzing capability of processes and activities (tracking, performance standards, conformity and compliance).
  • Work closely with project managers to gather and analyze attribute and process statistical data.
  • Work closely with project administrator confirming conformance and compliance with respect to predefined internal Company format.
  • Document and track deviations from standard setups, root cause, corrective action plan, closure.
  • Capture and publish action items and meeting minutes from run to standard governance meeting; support document audits and updates and writing of new documents as necessary.

Qualifications

  • Strong analytical troubleshooting skills 
  • Knowledge of Voice over IP (VOIP) 
  • Phone programming in Cisco Call Managers (CUCM) 
  • Voicemail creation/troubleshoot/removal 
  • Call path setup/troubleshoot 
  • Analyzing call routing solutions within testing environment 
  • Networking protocols and troubleshooting 
  • Routing tickets as necessary 
  • Answer Tech-Line 
  • Assist Field Services with troubleshoots/move completion 
  • Knowledgeable in IP Telephony 
  • Work with Unified Communications as a Service (UCaaS) vendor hosted systems such as VOSS 
  • Working with and managing vendor expectations

2 year degree or CCNA VOICE certification
Manager must haves: Customer service experience, be self-motivated, process and detail oriented.

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