Qualifications:

Education:• Associates degree in electronics or related field or a graduate of a technical school. 

Experience:• Minimum three years of experience troubleshooting and resolving issues with voice communications infrastructure, including voice gateways, carrier circuits, and DMARC’s required. Experience in academic and/or healthcare environments is preferred.• Experience with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues preferred.• Experience with Cisco UCCX-related technologies (call center), including Finesse for troubleshooting agent issues is preferred. 

Job Competencies:• Willingness to work in a multi-shift, multi-location environment required.• Good knowledge of digital and analog circuitry and data transmission techniques required.• Good knowledge of basic computer hardware, software and communications test equipment (e.g., transmission test set, digital multimeter, tone/pulse linesman test set, traceable tone-tone generator, tone tracer, remote maintenance terminal, time domain reflectometer and optical, DS1, and DS3 test equipment) required.• Proficiency with various hand tools required.• Ability to analyze complex technical drawings preferred.• Good verbal and written communication skills required.• Strong customer service skills and an ability to interact effectively with customers and associates required.• Demonstrated decision-making ability to ascertain steps to solve technical problems required.• Basic knowledge of Microsoft applications required.• Experience in using Service Now or similar service management system preferred.• Skilled in time prioritization and task management.• Ability to work independently.• Effective communication and documentation skills to share technology information for the effective support of business applications.• Must possess a valid driver's license.

Responsibilities:

• Makes decisions outside of established procedures affecting the system's operation, if needed.• Monitors, diagnoses and implements the repair of communications networks, equipment, and software in accordance with established procedures.• Diagnoses carrier-related problems, including digital and analog circuits, and reports status and repairs needed. Reports issues and opens tickets with carrier services. Follows up to completion.• Assists carriers with access to ClientClient closets and equipment.• Installs communications equipment to board level or as instructed.• Responds to customer questions and inquiries regarding features and functions of the communications system.• Enter incident and request tickets in our ITSM tool, ServiceNow, and properly document tickets to capture an accurate history of events with the relevant details.• Maintains service activity documentation, which includes all maintenance activity performed on communications hardware and software as well as parts usage figures. Monitors inventory levels and alerts Inventory Coordinator when additional supplies and equipment is needed.• Guides and assists new Communication Technicians in the orientation and proficiency growth in the University’s voice systems.• Maintains work area in an orderly manner.• Work on special projects as needed