The IP Telephony Engineer supports the planning and implementation of our
enterprise IP telephony infrastructure and deployment. Responsibilities include technology
development and research, infrastructure design, engineering of network-based telephony
services, level-2 and level-3 technical problem management. Much of the work of the IP
Telephony Engineer will be project-based. Coordinates with other groups within Corporate IT
to resolve multi-disciplinary issues—specifically with the WAN and LAN engineers on
technical issues that span these domains. Works independently with vendor-partners on
technology issues, services and products.
Essential functions: Cisco VoIP Move/Add/Change Supporting end- users with new installs and troubleshooting of devices and applications over the phone and using remote software. Maintain and accept ownership of assigned help desk tickets, documenting all activities performed in resolving issues. Provides incident response and problem management support for IP Telephony systems. Provide outstanding customer service (Align with Service First). Telephony system administration and troubleshooting Work with Vendors and project coordinators to support telephony systems install at remote sites. Provides input towards the development and implementation of IP Telephony procedures related to engineering, architecture, security, interoperability and operations. Under the guidance of higher-level engineers, researches software and hardware issues related to the company’s IP Telephony infrastructure. Plans, configures and implements remote office IP Telephony infrastructure including, and limited to, Centralized SIP Site Conversions. Performs other tasks, as required, in support of the enterprise IP Telephony infrastructure and operation.
License or Certificates: Minimum CCNA Certification preferred
Education: AA/AS Degree or equivalent work experience
Employees entering this job will typically have 1-2 years of relevant IP Telephony
experience; or solid (5+ years) experience in some area of information technology, such
as desktop support, help desk, data center operations or telecommunications
Knowledge & Skills: Working Knowledge of Cisco Communications Manager preferred Working Knowledge of Cisco Unity Connection preferred Fundamental knowledge of Microsoft Active Directory Fundamental knowledge of LAN/WAN communications A customer oriented attitude Excellent troubleshooting skills Ability to remote control desktop and install software preferred