Unified Communication Technician I

Black Box; Newark (NJ); On-site; USD 60,000 - 85,000; Full time

Job summary

Black Box in Newark, NJ is seeking a field UC technician to install and program UC platforms and related features.

Responsibilities include performing MACs for UC systems in Premise, Hosted and Cloud environments, troubleshooting, coordinating with teams, and documenting work orders while meeting SLAs. A valid driver's license and ability to lift up to 50 lbs are required.

Qualifications

• Associate degree or Certification in a technology services/technical discipline.
• Minimum 2+ years' experience with Unified Communications (UC) systems; Smarthands.
• Industry and manufacturer specific certifications preferred (Cisco CCNA Voice/Network, MCSE, ACIS/ACSS/ACSE).
• Proven ability to install, service, program, test and troubleshoot UC systems.
• Strong customer/service orientation with effective communication.

Responsibilities

• Install and program UC platforms which may include Chat, Presence, Voice, Mobility, Audio, Web, Video, Desktop Sharing, Call Control, Speech Recognition, Unified Messaging, Email, Digital Signage.
• Troubleshoot UC product platform for Premise, Hosted and Cloud deployments.
• Complete MAC work orders for moves, adds, changes and deletions.
• Ensure front-line customer satisfaction and professional interactions.
• Plan and prioritize jobs/work orders daily in territory.
• Coordinate with North American Commercial Services for project completion.
• Document time reporting, progress, completion, and SLA-related items.
• Inform operations about procedures or status for decision making and OSHA compliance.
• Request equipment and supplies to maintain inventory for client sites.
• Respond to emergency situations to meet SLAs.

Skills

UC systems

Customer service

Communication

Interpersonal skills

Blueprint reading

Mechanical aptitude

Valid driver's license

Education

Associate degree or Certification in technology services/technical discipline

Cisco CCNA Voice/Network

Microsoft MCSE

Avaya ACIS/ACSS/ACSE

Tools

PBX/Legacy Voice systems

Job description

Responsibilities:

• Install and program UC platforms which may include some or all of the following functionality: Chat; Presence; Voice; Mobility; Audio; Web; Video; Desktop Sharing; Call Control; Speech Recognition; Unified Messaging; Email; Digital Signage etc.
• Employ appropriate troubleshooting techniques for UC product platform of Premise, Hosted and Cloud point-to-point as well as point to co-location network applications.
• Complete work orders for moves, adds, changes (MAC) and deletions, on company supported product lines.
• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients.
• Receive, plan and prioritize jobs/work orders via centralized resource management in his/ her territory on a daily basis.
• Coordinate with other Team Members within North American Commercial Services (NACS) Operations for the purpose of completing projects/work orders efficiently.
• Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.
• Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.
• Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required.
• Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs.
• Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.
• Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.

Education/Experience Requirements

• Associate degree or Certification in a technology services/technical discipline, or equivalent work experience.
• Minimum 2+ years' experience with Unified Communications (UC) systems; Smarthands.
• Industry and manufacturer specific certifications preferred (examples: Cisco CCNA Voice/Network Certified, Microsoft MCSE, Avaya Certified Implementation/Support Specialist/Expert (ACIS/ACSS or ACSE).
• Proven ability to install, service, program, test and troubleshoot UC systems.
• Strong customer/client service orientation with effective communication and interpersonal skills, including tact and diplomacy.
• Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.
• Familiarity of PBX and other Legacy Voice products.
• Proven skills in reliability and dependability demonstrated through completing tasks on time and with minimal supervision, punctual and present for work, informing appropriate individuals when work will not be completed in agreed upon time frame.
• Valid driver's license and ability to safely drive company vehicles.

Physical Requirements

• Heavy Work: May frequently exert force equivalent to lifting up to approximately 50 pounds and/or occasionally exert force equivalent to lifting up to approximately 100 pounds.
• Vision: Requires the ability to perceive the nature of objects by the eye.
• Near Acuity: Clarity of vision at 20 inches or less.
• Midrange: Clarity of vision at distances of more than 20 inches and less than 20 feet.
• Far Acuity: Clarity of vision at 20 feet or more.
• Peripheral: Ability to observe an area that can be seen up and down or left and right while eyes are fixed on a given point.
• Depth Perception: Three-dimensional vision. Ability to judge distances and spatial relationships so as to see objects where and as they actually are.
• Ability to adjust focus: Ability to adjust the eye to bring an object into sharp focus.
• Color Vision: Ability to identify colors.
• Speaking/Hearing: Possesses the ability to give and receive information through speaking and listening skills.
• Motor Coordination: While performing the duties of this job, the incumbent is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The incumbent is frequently required to stand; and walk. The incumbent is occasionally required to climb or balance; and stoop, kneel, crouch, or bend.
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