Senior Data/Voice Technician

Senior Data/Voice Technician

The Senior Data/Voice Technician position combines customer service and advanced technical services (on site or remote) to ensure our client’s network telephony, security, and technology infrastructure is designed and implemented properly.

The Senior Data/Voice Technician provides sales engineering, solution design/implementation and 3rd level support of all deployments. The expectation is that escalated incidents are first call resolution and that implementations result in minimal call back.

This position is client-facing and requires customer service, consulting, and advanced technical knowledge to design, implement and support technical solutions that enable our customers to run effectively. This position will interact with all levels of our clients. The success of this position depends on strong customer service, strong technical and analytical skills, effective documentation, and excellent communication skills.

PRESALES RESPONSIBILITIES:

· Provide Sales Engineering and Site Surveys to the Sales Team

· Create Bill of Materials for Sales Team

· Attend customer meetings as SME for all of technical solutions

· Maintain detailed documentation of all designs and BOMs

TECHNICAL RESPONSIBILITIES:

· Design technical solutions utilizing all available tools and resources

· Complete and submit design documents for deployments utilizing Visio, templates, etc.

· Work with assigned Project Manager to schedule and implement solutions

· Complete onsite deployment work as required

· Provide escalated support to the Technical Support team, including troubleshooting Next Generation Firewalls, VOIP phones and systems, network/internet connectivity, IP Surveillance, etc.

· Be involved in multiple projects simultaneously

· Ask and gather pertinent business and technical questions during projects or incident management activities and accurately record in the business automation system

· Create and maintain customer-related documentation

REQUIRED SKILLS:

Advanced technical verbal and written communication skills – The Senior/Voice Technician is the face of the company during presales and implementation work.

· Technical skills to design, deploy, troubleshoot and resolve questions/issues with NGF deployments, WiFi deployments systems/devices.

• Fortinet experience an assett
• Networking experience required

· Technical skills to design, deploy, troubleshoot and resolve questions/issues with VOIP systems/devices.

• Mitel experience an asset
• Telephony experience required

· Technical skills for trouble shooting network/internet connectivity. Experience with multiple vendors an asset. Ie. Fortinet, Cisco, Dlink, etc.

· Exceptional customer service

· Exceptional organization skills

· Ability to work on multiple, concurrent projects and adapt to shifting priorities

· Detail oriented and strong problem-solving capabilities

· Ability to work proactively and collaboratively with all staff

· Strong conflict resolution skills and negotiation skills are essential

· Ability to adjust work schedule to meet deadlines and work independently

· Strong follow-up skills to ensure that projects are implemented on time and on budget

· Accountability, adaptability, assertiveness, dependability, initiative, and responsiveness are essential

· Desire and demonstrated ability to continuously learn new technologies and processes.

· Strong computer skills and proficiency with Microsoft Office

· Technical certifications will be required

HOURS/WEEK:

· Full Time M-F shifts covering 8:30am – 5:00pm. Occasional after-hours work may be required.

· On Call shift rotation required. Schedules may change at company’s discretion.

Benefits:

• Work from home opportunities
• Vision care
• Dental care
• Life insurance
• Extended health care
• Vacation & paid time off
• On-site parking
• Casual dress

Expected Start Date: 2020-07-01

Job Types: Full-time, Permanent

Salary: $50,000.00-$70,000.00 per year

Experience:

• Sales Engineering: 5 years (Preferred)
• Technical Solution Design: 10 years (Preferred)
• Technical Solution Implementation: 10 years (Preferred)

Work remotely:

• No