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Unified Communications Support Specialist

2 months ago

Brooklyn, New York, United States Integrated Resources Full time
Position Overview

The role is accountable for providing technical assistance and administrative support within the realm of Unified Communications. Reporting to the UC Assistant Director, this position is essential for the optimization and management of both localized and enterprise network systems.

Key Responsibilities:
  • Oversee daily operations and support for Unified Communications technologies.
  • Conduct thorough root cause analysis to identify and resolve complex issues related to Unified Communications systems.
  • Manage significant projects that affect multiple locations and the availability of critical IT services.
  • Engage in hands-on architecture, design, implementation, and administration of Unified Communications systems.
  • Facilitate mobile device procurement, including iPhones, iPads, and Samsung devices.
  • Collaborate with telecom carriers during system implementations and outages.
  • Perform monthly analysis and validation of invoices for landline, long-distance, data, and wireless services to ensure compliance with vendor agreements.
  • Conduct bimonthly audits of mobile devices to assess cost-effectiveness and update mobile catalogs as necessary.
  • Track and resolve billing discrepancies with various carriers, providing status reports and escalation issues to management.
  • Oversee the mobile phone recycling and inventory management program.
  • Manage paging systems and related equipment.
  • Assist with facility notifications and system updates.
  • Research and resolve past due balances promptly, ensuring credits are applied accurately.
  • Maintain a precise inventory of all telecom circuits, numbers, and equipment.
  • Work directly with vendors to resolve claims efficiently.
  • Assist in the configuration and installation of various CISCO IP Phone models on CUCM across different versions.
  • Handle day-to-day maintenance of the Cisco Unified Contact Center.
  • Support the configuration of Agents' IP Phones for extension mobility, enabling access from all available desktops and IP phones.
  • Attend training sessions related to Telecommunications and HHC, including VoIP and Customer Service Training.
  • Perform additional duties as assigned.