Unified Communications Engineer

When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live, but hard to describe come see exactly what it means to be a part of High Point Networks.

High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout North Dakota, South Dakota, Minnesota, Montana, Nebraska, Oklahoma, and Colorado. No matter where your business is located within the United States, we have you covered.

Job Summary

The  Unified Communications Engineer is responsible for Mitel MiVoice Business design, implementation, support and maintenance needs of our customers. While general UC experience is necessary, the ideal candidate has knowledge in multiple Mitel technologies that may include: MiVoice Business, MiCollab, MBG, NuPoint, MiCC, Multi Media, IVR, MIR.

Essential Duties and Responsibilities

• Unified Communication support related to all technical issues.
• Troubleshooting and support of desktop and server operating system applications
• Design and implementation of UC solutions at client locations
• Design, implementation, and support of UC servers, gateways, endpoints and applications
• Work with communications service providers for ordering, installing, and troubleshooting of voice and data services
• Resolve system alerts and notifications from the remote monitoring and management system through service tickets
• Design, implement and support disaster recovery solutions
• System documentation to include UC reviews and recommendations
• Communicate with customers to keep them informed of incident progress as well as notifying them of impending changes or agreed outages

Additional Duties and Responsibilities

• Maintain customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service and project issues that cannot be completed within agreed service levels
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses as they occur
• Work through a daily schedule that has been established through the dispatch process
• Enter all work as service tickets
• After hours and on-call responsibilities
• Cabling experience/layer 1 concepts a plus

Knowledge, Skill and Abilities Required

• In-depth knowledge and expertise of all UC and VoIP/SIP protocols.
• Working knowledge of LAN/WAN connectivity issues that impact VoIP/SIP performance
• Understanding of networks, desktop/server operating systems, firewalls, security concepts as related to the industry.
• 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