Unified Communication Technician

Black Box; Atlanta (GA); On-site; USD 52,000 - 76,000; Full time

Job summary

Black Box in Atlanta, GA, is seeking an IT support professional to assist internal teams and clients with physical infrastructure, voice networks, and applications. You will help manage voice systems, troubleshoot incidents, and perform user-related changes while collaborating with vendors and ensuring policy compliance.

The role emphasizes strong customer service, clear communication, and the ability to work across cross-functional teams in a fast-paced environment.

Qualifications

• Bachelor's degree in IT or related field with 2–5 years of end-user support experience.
• Experience supporting Avaya UC solutions.
• Solid knowledge of MS Office apps (Outlook, Word, Excel).
• Experience with conference apps (Skype, Zoom).
• Ability to install, configure and test routers and switches.
• Experience with building wiring, cabling, and network technologies.
• Read network topology diagrams and assist in rack/stack and interconnections.

Responsibilities

• Provide support to internal teams and clients on physical infrastructure, voice network and applications.
• Manage and maintain voice network and systems; respond to incidents.
• Handle day-to-day adds, moves, changes, and user troubleshooting.
• Assist in resolving voice system issues and outages.
• Monitor incidents and ensure timely ticket closure.
• Coordinate with vendors for site services and asset management.
• Adhere to change control procedures and company policies.

Skills

Customer service

Excellent communication

Team collaboration

Time management

Detail-oriented

Education

Bachelor's degree in Information Technology or related field

Tools

Avaya UC

MS Office

Skype/Zoom

Routers & switches

Network cabling

Job description

Essential Functions:

• Provide support to internal teams and clients on physical infrastructure, voice network and applications
• Assist in the Management and Maintenance of voice network and systems
• Ensure incident tickets are attended to in a timely manner
• Assist with day-to-day adds, moves, changes, and user troubleshooting.
• Assist in r esolving issues with the voice systems.
• Implements and troubleshoots enterprise Voice-related solutions/incidents/system outages.
• Supports voice technical initiatives for assigned project-related and ongoing operations support for voice communications services

Additional Responsibilities:

• Manage user incidents routed from the Service Desk, or elevate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues
• Order and track supplies, carry out asset management & dispersal, and fulfill all documentation requirements for supported sites
• Work with various vendors as needed to support site specific services, hardware, and software
• Carries out duties in compliance with established business policies
• Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's & customer's policies and practices
• Understands and is aware of the quality consequences which may occur from the improper performance of their specific job.

Qualifications / Requirements:

• Bachelor's degree or equivalent qualification in Information Technology or similar, plus 2 - 5 years' experience in providing end-user technical support
• Experience in supporting Avaya UC solution.
• Solid Working Knowledge of MS Office products, Outlook, Word, Excel
• Use of conference applications (Skype, Zoom, Outlook)
• Able to install, configure and test routers and switches.
• Experience with Building Wiring / Cabling and Network technologies
• Read and understand Network Topology Diagram to assist in:
  • a. Rack/Stack of network devices
  • b. Interconnection Fiber and Copper patching of devices
  • c. Troubleshooting network issues
  • d. Proper label of devices and interconnection cables
• Understanding of backbone and horizontal cabling design
• Understanding of industry infrastructure standards
• Troubleshoot network copper of fiber cabling
• Maintain proper labeling of devices and interconnection cables
• Ability to use a laptop to provide access to remote engineers to load set configurations on equipment
• Ensures all solutions adhere to applicable change control requirements
• Able to work Mon-Fri 8-5pm; required OT afterhours; 2% of the time a weekend call. On call after hours.
• Excellent English and local language communication
• Excellent customer service skills
• Valid state issued driver's license
• Able to pass all pre-employment screenings
• Able and willing to lift 50 lbs.

Competencies:

• Team oriented - able to work in, and positively contribute to, cross functional teams
• Able to learn new applications quickly, and committed to keeping knowledge and skills up to date
• Good time management skills, with proven ability to prioritize and organize a demanding workload, adapting to fit the changing needs of the business
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
• Proactive and self-motivated approach, able to work independently
• Strong analytical skills and the ability to combine technical knowledge and customer support skills
• Excellent communication skills (both written and verbal) and ability to relate with users, service providers, and management
• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve issues

Black Box is a leading technology solutions provider. Our mission is to accelerate our customers' business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.

Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.