UCC Technician

The UCC Telecom Technician focuses on routine support tickets, coordinating and deploying VOIP and analog endpoints, communicating with customers on installations for service; turn on, discontinue, add, change or delete service; and address other service related issues.

Responsibilities

• Verify accuracy and completeness of all new customer orders; enter orders into ticketing system with a high degree of accuracy; provide technical support to customers; verify service needs and manage order changes.
• Properly document in ticketing software both call purpose and resolution.
• Assist with orders through all installation milestones to completion, ensuring all ordered services are activated and exceed customer expectations.
• Initiate and manage escalations through operations leadership and Inventory management.
• Includes travel to various sites to support customers needs.

Experince Requirements

• General experience and knowledge of Networking DHCP, TCP/IP, and VLANS
• General Experience with LAN/WAN environments
• 2+ years experience with Cisco Unified Communications

Additional Skillsets

• Analytical Skills
• Customer Service Skills
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft Word
• Organizational Skills
• Strong Communication Skills
• Strong Interpersonal Skills