Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Position Overview:
As a VOIP Technician Lead, you will work with NEC and Cisco centric hardware and peripherals at client locations. Provide consultation, design, installation, support, configuration/programming, MAC, update/upgrade, maintenance, troubleshooting and repair of voice network and system components, peripherals, and software. Provide peripheral support of ancillary telephony systems, including but not limited to Call Accounting, Call Recording, ACD.
What you will do as the VOIP Technician Lead
The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.
- Serve as VOIP Technician Lead for escalations.
- Complete assessments for Telecom Support ServiceNow Service Requests.
- Assign service requests to VoIP resources.
- Assess and assign resources to replace APC UPS
- Work with requestors to identify locations for new phones, verifies data jacks available.
- Create service requests for patching.
- Work with requestors to identify locations for new phones, verifies data jacks available.
- Create service requests for patching.
- Open change requests and presenting to Change Management team.
- Meet with Practices and department to discuss changes to ACD.
- Coordinate installation of new DAS equipment.
- Manage incident queue.
- Act as Point of contact for escalations for all Carrier Telecom issues
- Engage 3rd party application support teams
- Receive direction and prioritization for work assignments from a Customer Designated Management
- Maintain updated documentation for all supported telephony related systems and infrastructure.
- Facilitate and plan scheduling for upgrades.
- Establish documentation and procedural standards for service deliverables.
- Provide phone Inventory management.
What you will bring to the team:
- Experience with Cisco Call Manager and NEC centric hardware and peripherals
- Familiarity with programming and operation of call accounting systems
- Experience working with sizeable customers >10,000 lines
- Experience with all telco interfaces: analog, digital, SIP, PRI
- Experience with voice recording systems
- Experience in the Data and Voice industry, especially in NEC and Cisco Call Manager support and implementations
- Troubleshooting voice issues, and escalate as necessary
- Valid Driver’s License and ability to operate a vehicle
- Cisco CCNA
- Experience with the below technology
- Cisco VG gateways
- Cisco Call Manager 12.5
- Cisco Unity
- Enghouse Interactive Call Center
- Valcom paging
- Rightfax
- Intrado
Qualified candidates can expect a salary of $26.44-$31.25
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Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.
At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.