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Telecommunications Solutions Engineer

2 months ago

Dallas, Texas, United States The Hird - USA Full time

Work Authorization: US Citizen

Position Overview:

The selected candidate will be responsible for assisting clients with technical tasks related to the installation and removal of telecommunication devices, including handsets and switches. The role includes providing remote assistance for voice and data equipment during critical incidents and scheduled maintenance activities. Responsibilities also encompass performing backups and reboots of voice customer premises equipment (CPE), as well as researching and implementing necessary security updates, policy adjustments, and routing modifications.

Essential Skills:

Proficiency in troubleshooting and managing Avaya Voice Platform software and hardware, Nice Call Recording, Cisco Call Manager, Cisco NAC, BVOIP (IP Flex & TAO), IP Toll Free (Route-IT, Business Center, etc.), as well as experience with Smart Hands for voice and data equipment, planned maintenance, Entrado EGW, WebEx, Genesys, MS TEAMS Voice, UCAS, and various softphone applications.

Key Responsibilities:

  • Assist clients during service interruptions, manage incident responses, and conduct regular updates on client devices.
  • Handle escalated issues effectively.
  • Participate in regular meetings.
  • Provide executive-level support for various stakeholders.
  • Create customized reports as needed.
  • Conduct both on-site and remote health assessments.
  • Facilitate process changes and support project initiatives.
  • Ensure compliance with change control protocols.
  • Maintain accurate ticketing and administrative documentation.
  • Be available for client support outside of standard working hours for urgent issues.

Qualifications:

  • Exceptional communication abilities.
  • A minimum of 8 years of experience in voice and data environments.
  • Thorough understanding of voice platforms.
  • Familiarity with Routing, Switching, Telco-Transport Layer, Mobility, and ISP settings, including LAN, WAN, IP, Enterprise Networks, SIP, and BvOIP.
  • Strong problem-solving and analytical skills.
  • Excellent interpersonal and communication skills, with the capacity to explain complex technical concepts in a clear manner.
  • Resourceful and capable of working independently.
  • Strong time management and attention to detail.
  • Able to manage multiple tasks with changing priorities.