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Hoplite Solutions is seeking a motivated, career and customer-oriented Voice Engineer to join our team for a program that supports a variety of customer IT requirements with a focus on providing productive and collaborative workspace to support dynamic mission requirements. Knowledge of Avaya Voice gateways and hardware is a plus.
Responsibilities include, but are not limited to:
- Attending customer meetings.
- Troubleshooting Voice hardware and software issues.
- Working extensively with IT and related teams in the deployment, stabilization, and ongoing operation of systems.
- Leading projects that include Voice installs and implementation in accordance with design documents and build-to packages.
- Supporting activities to improve the overall excellence of the team by supporting the creation of Knowledge Articles, Work Instructions, SOPs, etc.
- Providing input on team’s success, accomplishments, roadblocks, etc.
- Providing weekly status reports and other reports as required.
- Meeting contractual performance criteria.
- Identifying opportunities to automate processes and increase efficiency.
- Local travel may be required between customer buildings.
- Works independently, with guidance in only the most complex situations.
- May lead teams or projects with moderate resource requirements, risk, and/or complexity.
- Leads others to solve complex problems; uses analytical thinking, tools, and judgement to identify innovative solutions.
- Communicates complex concepts.
Hours of Coverage:
Individual shift may vary, but you will be a member of a team that provides coverage during core hours from 9:00 a.m. – 3:00 p.m.
Basic Qualifications:
- Ability to build and maintain constructive relationships among customers, stakeholders, technical teams, and contractors across the customer base.
- Ability to work in a fast-paced environment with tight deadlines.
- Ability to assess customer needs, meet quality standards for services, and evaluate customer satisfaction.
- Ability to work with schematic capture tools.
- Demonstrated problem solving skills.
- Must demonstrate ability to thrive and succeed in a challenging environment.
- Must be able to interface with individuals at all levels of the organization both verbally and in writing.
- Proficiency in many aspects of information technology.
- Exceptional customer service skills.
- Excellent oral and written communication skills.
- Proficiency in the use of MS Office product suite.
- Knowledge of component and transmission medium compatibility and interconnection.
- Willingness to travel as needed.
- BA/BS and 4 years of experience, or a combination of education and work experience equivalent to 8 years.
Preferred Qualifications:
Experience with ServiceNow ITSM & ITBM.
Physical Requirements:
- Must be able to remain in a stationary position 50% of the time.
- Must be able to move/traverse within and between buildings and offices.
- Must be able to position self to maintain computers, including under the desks and in the server closet.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.
- The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information.
- Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
Hoplite Solutions offers very competitive salaries and an excellent benefits package, including a 7% employer 401k contribution, fully paid healthcare for our employees, outstanding training benefits, company funded life insurance and short-term disability insurance, and many more.
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