Service Delivery Team Lead Voice Telephony
Service Delivery Team Lead Voice Telephony
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Salary Not Disclosed
1 Vacancy
Job Description
The Service Delivery Team Lead (Voice & Telephony) is responsible for leading the Voice Team in remotely supporting Hosted Voice and PBX customers. This position will work closely with our Network Operations Center Technical Service Delivery Teams and Voice Team to resolve customer support requests perform routine maintenance and operations. The Lead Engineer will interface with Service Delivery Managers and key Voice personnel to ensure appropriate staffing levels training and Key Performance Indicators are being met.
Primary Responsibilities
- Assist Voice Team members in managing/resolving support requests.
- Sweep and monitor all support requests in the Voice Team ticket queue ensuring timely resolution of tickets.
- Document and record all activities using various webbased ticketing systems and support request tracking tools.
- Create support documentation (runbooks) for Voice Over IP platforms/PBXs (multitenant and onprem) and train/mentor other staff to execute Tier1/2 Voice tasks.
- Assist remotely with configurations of IP Phones PBX routing paging equipment and digital to analog converters(ATAs).
- Manage relationships between Voice Team and endusers ensuring customer happiness and helping to resolve any lingering technical issues.
- Assist with new customer turn ups and provisioning tasks related to number porting and new service engagements.
- Maintain a professional attitude and conduct in a customer service environment and demonstrate a high level of professionalism.
The ideal candidate should have experience and have proficiency in the following areas:
- Strong ability to multitask.
- People person with good interpersonal skills.
- Ability to help develop and motivate peers.
- Strong written and verbal communication skills.
- Detail oriented with the ability to take accurate notes.
- Strong analytical and reporting background; creative problemsolving ability.
- Ability for pattern recognition under stressful situations.
- 3 years experience supporting SIP and Voice over IP Implementations.
- Intermediate Level Experience with Cisco Unified Communications Manager
- Experience with Netsapiens Asterisk FreePBX or Vodia Systems considered a Plus.
- Train and support Voice team in correct operations of all features and functions related to PBX systems voice and UCaaS support.
- Experience with maintaining/supporting VoIP Technology (Endpoints SIP DIDs)
- Intermediate experience with troubleshooting networking issues use of Wireshark and other network capture products a MUST!
- Be familiar and maintain knowledge related to all of Netrios voice/PBX operations.
- Good understanding of Wiring Closets IDF; MDF; cable tracing; toning out; running cabling; other low voltage activities and layer 2 physical connectivity (Cat5/Cat6 tasks.
- Ability to follow instruction be on time and provide documented reviews of work performed.
- Ability to manage multiple activities and changing priorities.
- Ability to work under pressure and to meet tight deadlines.
- Reliable transportation traveling to client sites will be required on a regular basis mileage will be reimbursed.
Employment Type
Full Time
