Laketec is seeking a Voice Engineer to join our Support Team for the Cleveland area. This individual will be responsible for providing both onsite and remote level 1/level 2 technical support for Laketec customers. This individual will also be working in a team-based environment, with significant interaction with both engineers and customers.
Voice Engineer Overview:
The Engineer spends approximately 50% of his/her time in the field on-site at customer locations servicing VOIP phone systems like Avaya IP Office, and Shoretel. Field work includes rack and stack, installation, end-user training, and post-installation troubleshooting and support. 30% of the time is spent in the office working on systems remotely. 10% of the time is spent on administrative tasks such as time logs and ticket management. 10% of the time is spent on training and professional development.
Knowledge of cabling is also a plus for troubleshooting but not a requirement.
Goals:
- Provide customers with outstanding customer service at all times. Laketec has maintained customers for 30+ years due to our dedication to always putting the customer’s needs first.
- Resolve a wide range of technical problems for customers of all sizes in a timely manner.
- Work effectively in a team-based environment with other engineers.
- Continuously advance your professional development through training and hands-on experience.
Primary Functions:
- Handle service requests from customers who are experiencing issues with the corporate IT systems including phones, voice applications, and servers.
- Troubleshoot and resolve level 1 and level 2 tickets for end users.
- Handle routine daily maintenance of IT infrastructure including server maintenance, monitoring alerts, performance analysis, etc.
- Advise the customer on current and future technology plans, involving other resources at Laketec as needed.
- Provide detailed documentation of all work performed for customers.
- Escalate issues to other Laketec Engineers as appropriate.
Desired Skills & Experience:
- Minimum of 1-2 years’ experience in an IT support role primarily focused on voice applications.
- Education (not required): Associates Degree or Bachelor’s Degree
- Certifications: Avaya or ShoreTel are a plus
- Track record of excellent customer service and communication skills.
- Experience managing support requests/tickets and documenting work in a timely manner.
- Self-Motivated, Enthusiastic, Goal-Oriented and Success Driven.
Laketec offers competitive salaries and benefits. We look forward to exploring this opportunity further with you.
For questions or to apply, please Contact Us.