Unified Communications Engineer
Job Details
Remote Team Member Based out of - Colorado Springs, CO
Full Time
Job Summary

The Unified Communications Engineer is responsible for all onsite and remote UC design, implementation, support and maintenance needs of our customers. This relates to all UC technologies including (but not limited to) premise-based, cloud and traditional telecommunications systems, advanced applications, and vendor specific hardware/software.


This position will be based out of Colorado Springs.    


Essential Duties and Requirements:

•    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

Knowlege, Skills and Abilities Required:


•    In-depth knowledge and expertise of the ShoreTel Unified Communications platform, Now known as Mitel MiVoice Connect.
•    In-depth knowledge and expertise of the NEC SV9300, SV9100, SV8100, IPK and IPK II
•    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