1. POSITION PURPOSE:

The Voice Technician is a member of the MSP Service Desk team, which handles incident-based customer support and select customer projects. The Voice Technician primarily handles moves, adds, changes and deletions (MACD) and troubleshooting for our Cisco phone system and network, but may also be directly assigned project related tickets based on the complexity and priority of the request, or as workload dictates. This position escalates issues to the Team Lead, MSP Service Desk and secondarily to the Manager, MSP Service Desk when additional technical assistance is required. The Voice Technician interacts directly with the customer through ticket resolution and will serve as primary point of contact with the customer. In addition to owning and ensuring that support requests are resolved properly the first time, the Voice Technician is also responsible for meeting ITaaS SLA’s.

2. MAJOR RESPONSIBILITIES:

  • Incident-based Issue Resolution
    • Resolve assigned customer technical issues
    • Escalate as required, within a proper timeframe
    • Meet SLA’s
    • Communicate to customers clearly, effectively and professionally
  • Participate in On-Call/After Hours Rotation

3. ASSIGNMENT, REVIEW AND APPROVAL OF WORK:

  • Who is responsible for assigning and reviewing the work of this position?
    • VP, Managed Services
    • Manager, MSP Projects
    • Manager, Service Desk
    • Team Lead, Service Desk
    • Dispatch

     

    4. MAJOR CONTACTS:

    • Customers
    • Service Desk
    • Cloud Engineering
    • Professional Services

    5. MINIMUM QUALIFICATIONS:

    • College degree or equivalent training experience
    • Desire to work in a fast-paced environment within the technology sector
    • Ability to prioritize and multitask work to ensure that timeframes are met

    6. SPECIAL SKILLS/EQUIPMENT:

    • Detailed understanding of voice over IP concepts
    • Proficiency with Cisco Call Manager, Unity and Unity Connection
    • Proficiency with computer cabling, specifically CAT5/CAT6
    • Proficiency with Microsoft server operating systems
    • Proficiency with Microsoft Exchange
    • Proficiency with VMware ESX
    • Proficiency with computer networking, including switches, SMB routers and wireless access points
    • Detailed understanding of Evolve IP product sets within 30 days

    7. MAJOR CHALLENGES:

    • Coordinating work on multiple incidents with varied requirements and product sets for multiple customers simultaneously
    • Time management is critical to ensure the timely issue resolution of Evolve IP customers

    8. DIRECTION OF OTHERS:

    • Voice Technician, Service Desk will work with other Help Desk associates, as needed, to resolve incident-based customer issues and to meet functional area SLA’s.

    9. KEY PERFORMANCE INDICATORS:

    • SLA Met or Exceeded, Including Escalation
    • Customer Satisfaction
    • Ticket Resolved on First Attempt
    • Clear and Accurate Ticket Time Logging, Communication and Current Internal Notes

    To submit your resume please click here.