Maintenance Engineer - Tier 2

North American Communications Resource   •  

Virtual / Travel

5 - 7 years

Posted 243 days ago

This job is no longer available.

Essential Functions

  • Collaborates and consults with customers, vendors and contractors to provide expert technical solutions in support of Maintenance and Managed Services contracts in a fast paced and demanding environment
  • Follows up with customer contacts to ensure satisfactory resolution
  • Reports findings, track progress and document customer communication within incident management system
  • Manages workload in a manner that meets defined Service Level Objectives
  • Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
  • Develops positive working relationships with internal and external customers

Required Qualifications

  • 5 years' experience performing break/fix, moves, adds and changes for telephony equipment and adjuncts
    • 5 years' experience supporting Avaya or Cisco solutions, depending on team placement
      • Cisco examples: Cisco Call Manager, UCCE/UCCX, Cisco Voice Portal, Unified Messaging, Voice Gateways, CUBE, Routers ,Switches, UCS
      • 2 years' experience using an automated ticketing system
      • 5 years' experience supporting Avaya or Cisco hardware and software, depending on team placement
      • Must possess strong computer skills and excellent working knowledge of general business applications Including MS Word and Excel
      • Must possess excellent oral and written communication skills in English
      • Highly skilled in writing with details, accuracy and consistency
      • Strong analytical , interpersonal, and relationship building skills
      • Must be familiar with both voice and data equipment and technologies
      • Superior skill in the use of the Internet, e-mail applications, procurement/inventory systems, maintenance
      • management systems and payroll / timekeeping applications
      • Strong work ethic and personal drive to excel
      • Strong sense of urgency and commitment to get the job done
      • Superior negotiation, coordination, and conflict resolution skills
      • Ability to use (and learn new) complex systems, technologies, and applications
      • Ability to adapt to change quickly and multi-task

Desired/Preferred Qualifications

  • Industry certifications on telephony and associated technology solutions, depending on team placement
    • Avaya ACSS or ASPS
    • Cisco Certifications
    • Two years working experience in the managed services industry
    • Familiar with both voice and data equipment and technologies
    • Bachelor's degree in telecommunications
    • Understanding of quality processes including ITIL