Technical Support Specialist

Prospect Infosystem Inc.; Milwaukee (WI); On-site; USD 55,000 - 85,000; Full time

Job summary

Prospect Infosystem Inc. in Milwaukee is seeking an Enterprise UC technician/analyst to support voice and unified communications delivery.

You will handle moves, adds, changes, and user provisioning across multiple UC platforms, maintain phone number inventory, and manage telecom workflows. This role includes owning the ticket queue and incident response, E911 administration, and training end users to adopt new tools.

Qualifications

• 3–5 years of experience in enterprise UC environments.
• Experience with moves, adds, changes, and user provisioning across UC platforms.
• Telecom expense management and E911 administration.
• Strong documentation and training material writing ability.
• Ability to learn new technologies, notably Microsoft Teams Voice.

Responsibilities

• Own ticket queue and incident response.
• Manage moves, adds, changes and provisioning across UC platforms.
• Maintain phone number inventory and lifecycle management.
• Coordinate telecom expense management and carrier coordination.
• Administer E911 and records management.
• Provide user training and adoption support.
• Learn and implement Microsoft Teams Voice.

Skills

Enterprise UC

UC platforms

Incident response

User provisioning

Phone inventory

E911 administration

User training

Microsoft Teams Voice

Tools

Microsoft Teams Voice

Job description

• Experience as an Enterprise voice and unified communications technician or analyst.
• Moves, adds, changes, and user provisioning across multiple UC platforms.
• Phone number inventory and lifecycle management.
• Ticket queue ownership and incident response.
• Telecom expense management and carrier coordination.
• E911 administration and records management
• User training and adoption support
• Ability to learn new technologies namely Microsoft Teams Voice.
  • Read, write, and comprehend simple instructions, reports, short correspondence, and memos.
  • Exchange of information with internal/external contacts.
  • Explain and gather information, answer queries, or provide assistance to internal, or external contacts.
  • Persuade, confirm, or recommend course of action with internal and/or external contacts.
  • Ability to document training materials that are easier to use by end users.
  • Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents.
  • Makes decisions of responsibility and results that affect more than one department or a department with multiple units; substantial analysis is required, and many factures must be weight before a decision can be reached.
• Complexity, Judgement and Problem Solving:
  • Understand and follow instructions.
  • Execute decisions within limits of standard policy and procedures
  • Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined.
• Ability to learn new technologies namely Microsoft Teams Voice.

Years of Experience: 3-5 years of experience.

Nice to Have Skills:

• - Experience with Landis Contact Center
• - ITIL Foundations Certification
• - Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications