Responsibilities:
- Working within the VOIP Provider’s portal for to configure phones, numbers, ACD/basic call-flow and ring groups. and related administration activities, and submitting support requests due to incidents
- Ability to collect requirements, document them, verify the requirements can be met with the existing template and configuration or identify variances and needs for additional support
- Using effective troubleshooting skills to work incidents to resolution for end users
- Working within the company’s ticketing environment to track and prioritize incidents
- Effective inter-team communications to work with various other IT departments to accomplish goals
- Effectively managing multiple high-priority items simultaneously
- Review and update and provide training materials for employees on VoIP services/features offered
- Commitment to high level of customer service
- Responding to high-priority incidents/emergency activities during and after business hours
- Supporting other I/T areas as needed
Experience:
- Minimum of 3 years of experience with VOIP technologies & 2 years VOIP Administration
- Working knowledge of networking technologies, including LAN/WAN, routers, switches, and firewalls
- Excellent troubleshooting and problem-solving skills, communication and interpersonal skills
- Ability to work independently and as part of a team managing multiple tasks and projects simultaneously
- VOIP administration or relevant system’s management certifications
- Experience with VOIP Services (i.e., 8×8, Nextiva, RingCentral, Five9, etc.) and SIP phones (Preferred)
- Working knowledge of VOIP security, including authentication, encryption, and firewalls
- Familiarity with regulatory compliance requirements, such as HIPAA (Preferred)
- Experience with ticketing systems like ServiceNow, ManageEngine, Jira/Confluence
- Associates Degree or certification in Information Technology, Computer Science, computer systems, related field, or equivalent work experience
- Ability to maintain a keen attention to detail, multi-task, and work well under pressure
- Natural tendency to be curious, positive, and creative
- Cooperative ability to adapt and manage change in the workplace
- Sincere empathy for the customer and a commitment to delving deep into the challenges as they arise
- Ability to work extended hours, including nights, weekends, and holidays, as required
- Healthcare or Retail Industry experience