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Systems Voice Engineer
Fully Remote
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Job Type
Full-time
Description

 

We also offer:· Medical· Dental· Vision· 401K matchNew Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 20,000 customers worldwide.We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.  New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions. New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field. We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.
Requirements

  

SUMMARY:  The Sytems Voice Engineer is responsible for the delivery of high-quality IT technical professional services to our clientele, with focus on a hosted FreePbx environment.? These services may include consulting, on-site or remote troubleshooting, and support for client subscribers. The Sytems Voice Engineer will be the lead on security patching and server host management must demonstrate superior proficiency in the performance of these services.? Dedication to quality and customer satisfaction are critical success factors for this position. 


PRIMARY DUTIES include but are not limited to: 

· Customer Satisfaction through the delivery of world class Support Services.

· Optimizing productivity while assigned to customer tickets or projects.

· Ability to prioritize work through ticket and project status.

· Problem-solving and resolution of issues and escalating where appropriate.

· Ticket Quality Control and Ticket Management.

· Customer Service including phone, video, and email communication.

· Occasional on-site to nearby customers (less than 5%).

· Occasional on-call responsibility/rotation.

· Participation in process improvement initiatives.

· Documentation skills for customer environments.


COMPETENCIES: 

· Outstanding capabilities to troubleshoot FreePbx, Linux and VMs in a hosted environment.

· Strong knowledge of FreePBX Command Line syntax and endpoint configuration, FreePBX patching, 

  running billing reports, basic understanding of Network protocols, and Remote Management tools.

· Ability to communicate effectively and professionally with all customer contacts.

· Ability to provide clear written communication for ticket/project updates.

· Clear written communication to maintain organization and control over all information related to  

  customer tickets and assignments.

· Excellent verbal skills for customer interaction.

· Excellent documentation skills.

· Dedicated to always providing exceptional customer service.

· Proficiency in all aspects of the core technical requirements.

· Strong team collaboration skills.


REQUIRED EXPERIENCE REQUIRED: 

· 3-5 years’ experience as a Systems Engineer, with strong FreePbx Skills

· Participate in planning and execution of new and existing equipment hardware and

  firmware upgrades, including patching.

· Working technical knowledge of current network hardware, protocols, and internet standards. 

· Strong background with ticketing systems and tracking work.

· 2+ years in a customer facing role, MSP preferred. 

· 2+ years working with SaaS products. 


PREFERRED CERTIFICATIONS/Skills:

· Experience with MSP tools like ITGlue are a bonus.


EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required. 


TRAVEL: Travel is required, but only occasionally, and is less than 10%.


LANGUAGE SKILLS: English


QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

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