Employment

The Telephony Engineer is responsible for all onsite telephony design, implementation, and service and support needs for our customers. This relates to all telecommunications technology, to include: VoIP, traditional telecommunications systems, voicemail systems, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

• Telephony support relating to technical issues involving all telecommunications systems: VoIP, voicemail, analog, and vendor specific hardware and software
• VoIP and traditional telecommunications systems design and implementation at client locations
• Design, implementation, and maintenance of IP telephony servers, switches, routers, and gateways
• Work with telecommunications carriers for ordering, installation, and troubleshooting of voice and data circuits
• Resolve system alerts and notifications from the remote monitoring and management system through service tickets
• Implement and support disaster recovery solutions
• System documentation to include system reviews and recommendations
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Knowledge, Skills, and/or Abilities Required:

• In depth knowledge and expertise in VoIP protocols
• Working knowledge of access network issues that impact VoIP performance as well as their measurement and analysis
• Understanding of networks including cable modems, MPLS, and wireless
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Desirable Certifications / Vendor Knowledge:

Allworx, ShoreTel, Vertical Communications, Adtran, Ruckus, LifeSize