Voice Technician

Kinly’s Global Services; New Jersey; Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Vision and dental insurance

Disability insurance

Vacation

Sick leave

401K

Commuter benefits

Employee assistance program

Job summary

Kinly’s Global Services is seeking a Voice Technician to provide high-level remote support for incidents, ensuring customer satisfaction. The role focuses on second-line technical support for complex issues and real-time troubleshooting, across Cisco telephony and UC environments.

The position is remote in the US, with standard hours 9am-5pm EST and a permanent, full-time contract. Salary ranges from $60,000 to $65,000 per year plus comprehensive benefits.

Qualifications

• Proven experience working in a similar position.
• 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, VLANs, Ethernet, DHCP, DNS, QoS, SIP, H.323.

Responsibilities

• Troubleshoot and mitigate reported issues.
• Provide guidance and support to end users.
• Oversee the support and BAU tasks.
• Handle incident and service requests and resolve within the SLA.
• 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

Remote support experience

Customer service

Second line support

Proven voice technician

Tools

Cisco Unified Contact Center Enterprise

Cisco Call Manager

Cisco Unity Voicemail

Voice Gateways

Phone devices & UC apps

TCP/IP basics

VLANs/DHCP/DNS/QoS

SIP & H.323 protocols

Job description

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

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.