Job Description:

The Telecom Administrator will join a fast paced and dynamic work environment exposing them to a full Cisco voice environment. We are looking for a competent, energetic, fast learning individual with a strong background in helpdesk support to join the Telephony team. The Telecom administrator will provide fast and useful technical assistance on phone applications. They will also serve as first point of contact for customers seeking technical assistance for the Jabber, IP communicator, or Finesse/Cloud connector phone applications

Responsibilities and Duties:

• Serve as the first point of contact for customers seeking technical assistance for phone related applications over email and collaboration tools
• Perform remote troubleshooting for users in office and work from home environments
• Assess, diagnose, and resolve phone related problems for Cisco voice products such as Jabber and IP Communicator phone applications
• Escalate unresolved issues to the next level of Telecom support personnel and open tickets with Cisco support
• Record events and problems in resolution logs for problem documentation
• Identify and suggest possible improvements on current procedures related to Telecom operations
• An openness to learn new Cisco technologies including Contact Center, Dialer operations, IVR Scripting, Call recording
• Participate in a 24x7 on call rotation as assigned by the Telecom Engineering Manager

General Experience and Qualifications:

• Associates or bachelor’s degree in Computer Science or another related field preferred
• 1-2 years of helpdesk technician experience or other technical customer support role preferred
• Strong working knowledge of computer systems, hardware, and software
• Very tech savvy with working knowledge of Windows OS, Microsoft Office suite, Mac OS and mobile app troubleshooting
• Good understanding of computer systems, mobile devices and other tech products
• Active Directory & Windows Server knowledge is a plus
• Excellent communication and interpersonal skills
• Quick learner and problem solver
• Well organized with strong attention to detail
• Ability to produce and maintain standard operating procedure documentation
• Must enjoy working in a fast-paced team-oriented environment

BENEFITS

• Medical, Dental, and Vision benefits
• Life Insurance, Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $14.2 Billion Company, plus company matching
• Wellness Program
• Westlake University, Certification Programs
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• AT&T Wireless Discounts
• Employee Loan Assistance
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• Rental Car Discounts
• Dell Member Purchase Program
• UKG Wallet

*ACKNOWLEDGMENTS*

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.