Tier II Engineer - Smart Choice Communications
Springfield, MO 65807
About the Job
Position: Tier II Engineer
Employment Type: Full Time
Location: Springfield, MO
Industry: Information Technology and Services
Who we are:
SmartChoice is a leading provider of business cloud communications with a unique portfolio of solutions including UCAAS, collaboration platforms, and dedicated contact centers. Through its 24x7x365 U.S. based support, white-glove service, and single point of contact approach, SmartChoice has become the go-to provider for a businesses’ technology needs and is one of the largest award-winning business phone system providers. SmartChoice is proud to service and support thousands of enterprises worldwide. Check out our website at www.smartchoiceus.com for more information.
What you’ll be doing:
SmartChoice is seeking a diligent, motivated, and enthusiastic Tier II Engineer to join our growing team. In this role, the successful candidate will be responsible for resolving inbound customer service and technical support customer requests, accurately logging and tracking all call/email activity in our ticketing system, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned customer service or technical trouble tickets. This is an exceptional opportunity to hit the ground running at a fun, fast-paced company with great opportunities for growth and promotion.
You will be responsible for…
Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.
Employment Type: Full Time
Location: Springfield, MO
Industry: Information Technology and Services
Who we are:
SmartChoice is a leading provider of business cloud communications with a unique portfolio of solutions including UCAAS, collaboration platforms, and dedicated contact centers. Through its 24x7x365 U.S. based support, white-glove service, and single point of contact approach, SmartChoice has become the go-to provider for a businesses’ technology needs and is one of the largest award-winning business phone system providers. SmartChoice is proud to service and support thousands of enterprises worldwide. Check out our website at www.smartchoiceus.com for more information.
What you’ll be doing:
SmartChoice is seeking a diligent, motivated, and enthusiastic Tier II Engineer to join our growing team. In this role, the successful candidate will be responsible for resolving inbound customer service and technical support customer requests, accurately logging and tracking all call/email activity in our ticketing system, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned customer service or technical trouble tickets. This is an exceptional opportunity to hit the ground running at a fun, fast-paced company with great opportunities for growth and promotion.
You will be responsible for…
- Handling incident and service requests
- Diagnosing faults and providing complete resolution geared towards customer satisfaction
- Overseeing support and business tasks of Cisco Call Manager, Cisco Unity and Cisco Call Manager Express
- Ensuring that systems are optimally configured, and that the contained information is current
- Serving as a point of contact for all customer escalations
- Inputting quality updates into the ticketing system
- Performing administration and configuration of Cisco Systems
- Ensuring that asset management and inventory are kept up to date
- Ensuring preventative maintenance is completed as specified by customer
- Communicating any issues or changes regarding the system with the client
- Preparing and producing root cause analysis reports
- Collaborating with the customer and external partners for installing customer/vendor certified patches
- Creating installation and troubleshooting documentation when necessary
- Performing routine system administration and maintenance on local or remote locations with no impact to the business
- Participating in 24/7 support and on-call rotation, including incident management duties
- Performing other duties as assigned
- Associates’ degree; or equivalent combination of education and relevant work experience
- 3-4 years related experience in Customer Service or Technical Support
- Knowledge of LAN/WAN and data networks
- 4 years Voice/Data Network specific experience
- Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.)
- Knowledge on VPN and other remote connectivity as well as Cisco switches, routers, wireless access points, and firewalls
- Knowledge and understanding of Voice network system requirements and standards
- Knowledge and experience with Voice Network technologies, including:
- Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways, Carrier Management
- Background on Data Network technologies such as routers, switches, wireless access points, and firewalls is a plus
- Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323
- Ability to address customers requests quickly and effectively, striving for first call resolution
- Ability to multi-task in a fast paced, customer-oriented environment
- Ability to work in a team environment and collaborate with others
- Competitive salary
- Paid Time Off
- Medical, dental, vision and life insurance
- Flexible spending accounts
- Gym membership reimbursement
- Employer-matched 401(k) plan
- Exciting company events
Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.
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Source : Smart Choice Communications