BASIC FUNCTIONS:The Voice Services Specialist - Level II role involves professional level support and maintenance of voice communication systems within the organization. This position requires advanced design, troubleshooting, and resolution of technical issues related to voice services, as well as providing specialized assistance to end-users for their voice-related inquiries andrequests. Working in conjunction with the IT team, the specialist plays a pivotal role inimplementing and managing new voice technologies and drafting procedures and bestpractices.ESSENTIAL JOB FUNCTIONS:
- Support and maintain voice communication systems in K-12 school environments, ensuring their reliable operation and optimal performance.
- Resolve technical issues related to voice services promptly and effectively, both independently and collaboratively with the IT team, to mitigate disruptions in communication for school staff and faculty.
- Provide specialized assistance to end-users in resolving voice-related inquiries, offering precise and clear instructions to address complex technical problems and escalate when necessary.
- Travel to customer sites to provide pre and post-sales customer service and technical support
- Collaborate with vendors, service providers, and internal teams to ensure effective management and implementation of voice-related projects, such as system upgrades, migrations, and expansions, aligning with the unique requirements of K-12 school environments.
- Conduct systematic system monitoring, maintenance, and performance testing to identify potential issues and proactively address them to minimize downtime and enhance voice services.
- Prepare comprehensive technical documentation of voice system configurations, procedures, and best practices that serve as a reference for both technical and non-technical staff members.
- Provide advanced training and support to end-users on the correct use of voice communication systems, including voicemail, call routing, conferencing, and other related features, promoting effective and efficient communication across the school community.
- Stay updated about emerging voice technologies, industry trends, and regulatory requirements relevant to K-12 school environments, and recommend improvements or enhancements to voice services to meet evolving needs.
- Maintain a valid driver's license and access to a reliable vehicle for scheduled and unscheduled travel. Perform any additional duties as required.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Possess an in-depth understanding of voice communication systems, including VoIP, PBX, call routing, and telephony protocols. Expertise in various voice platforms and technologies is critical.
- Highly proficient in diagnosing and resolving complex technical issues related to voice services, both independently and collaboratively. Capable of identifying root causes and implementing innovative solutions quickly.
- Demonstrate superior customer service skills with the ability to articulate technical concepts to non-technical end-users. A proven record in delivering swift and effective support while maintaining a professional and courteous demeanor.
- Ability to implement VoIP security measures, including call restrictions, E911 solutions, and securing an SBC. (Session Border Controller)
- Ability to produce and refine technical documentation, including system configurations, troubleshooting guides, and standard operating procedures. Precision and clarity in documenting processes are crucial.
- Excellent team player with the aptitude to collaborate effectively in a cross-functional environment. Willingness to share knowledge and support colleagues when needed.
- Possess the adaptability to navigate changing priorities and emerging voice technologies.
- Eagerness to master new systems and stay current with industry trends and best practices.
- Exceptional organizational skills with the competency to manage multiple tasks simultaneously, while ensuring effective communication in a customer service-focused environment.
- Possess an in-depth understanding of local area network design, IP Addressing, and connectivity solutions.
- Possess the ability to properly install, maintain, and terminate Cat 5e / Cat 6 copper cable.
QUALIFICATIONS (Minimum):Associate Degree in related technologies, or Three (3) years experience in VoIP Communications / Computer Networking. Advanced knowledge of phone systems, network cabling, cloud-based technologies, and local area networks is required. In addition, the candidate must possess Associate Level Industry Standard Certification(s) in Voice Over IP (Grandstream Certified Associate / Cisco Certified Voice Associate). Other equivalent combinations of training, experience, and education will be considered.WORKING CONDITIONS:The nature of this work requires frequent lifting (up to 60 pounds) and is often physically demanding. Duties include a wide range of lifting, carrying, handling, and other physical demands. The work is performed primarily in classrooms or office/laboratory environments with occasional exposure to the elements and working in awkward positions. Travel to IU locations and customer sites is required, including traveling outside of BLaST IU17's region and overnight stays at the expense of the employer per policy.