Role: Voice Technician
Location: Remote, US
Contract: Permanent, Full-Time
Hours: 9am – 5pm EST
Salary: $60,000 - $65,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K, commuter benefits & employee assistance program
Due to further growth of an exciting long-term contract, we are looking to recruit a proven Voice Technician to be responsible for providing a high level of customer service and support to internal and external customers, through offering remote support for incidents, ranging in profile and severity.
The role is primarily a second line technical support position for complex issues and will provide real time troubleshooting support.
Key responsibilities:
Troubleshoot and mitigate reported issues
Provide guidance and support to end users
Oversee the support and business as usual tasks
Handle incident and service requests and resolve within the agreed Service Level Agreement
Diagnose faults and provide complete resolution to customer satisfaction
Ensure systems are optimally configured
Ensure asset management and inventory are kept up to date
Identify/recommend infrastructure upgrades and improvements
Perform routine system administration and maintenance on remote locations with no impact to the business
Skills & experience:
Proven experience working in a similar position
Experience and knowledge of Cisco Unified Contact Center Enterprise, Call Recording, Voice Conferencing and Collaboration
Background with Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways
Strong experience with physical phone devices and client voice/UC applications
Good knowledge and understanding of Voice network system requirements and standards
Background in Data Network technologies such as routers, switches and firewalls is a plus
Experience of Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.
If you do require details of the vacancy or the application process in an alternative format, please email outlining your requirements.
Equal Opportunities:
Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.
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