Voice Engineer

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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.

1. Attending customer meetings.
2. Troubleshooting Voice hardware and software issues.
3. Working extensively with IT and related teams in the deployment, stabilization, and ongoing operation of systems.
4. Leading projects that include Voice installs and implementation in accordance with design documents and build-to packages.
5. Supporting activities to improve the overall excellence of the team by supporting the creation of Knowledge Articles, Work Instructions, SOPs, etc.
6. Providing input on team’s success, accomplishments, roadblocks, etc.
7. Providing weekly status reports and other reports as required.
8. Meeting contractual performance criteria.
9. Identifying opportunities to automate processes and increase efficiency.
10. Local travel may be required between customer buildings.
11. Works independently, with guidance in only the most complex situations.
12. May lead teams or projects with moderate resource requirements, risk, and/or complexity.
13. Leads others to solve complex problems; uses analytical thinking, tools, and judgement to identify innovative solutions.
14. Communicates complex concepts.

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.

1. Ability to build and maintain constructive relationships among customers, stakeholders, technical teams, and contractors across the customer base.
2. Ability to work in a fast-paced environment with tight deadlines.
3. Ability to assess customer needs, meet quality standards for services, and evaluate customer satisfaction.
4. Ability to work with schematic capture tools.
5. Demonstrated problem solving skills.
6. Must demonstrate ability to thrive and succeed in a challenging environment.
7. Must be able to interface with individuals at all levels of the organization both verbally and in writing.
8. Proficiency in many aspects of information technology.
9. Exceptional customer service skills.
10. Excellent oral and written communication skills.
11. Proficiency in the use of MS Office product suite.
12. Knowledge of component and transmission medium compatibility and interconnection.
13. Willingness to travel as needed.
14. BA/BS and 4 years of experience, or a combination of education and work experience equivalent to 8 years.

Experience with ServiceNow ITSM & ITBM.

1. Must be able to remain in a stationary position 50% of the time.
2. Must be able to move/traverse within and between buildings and offices.
3. Must be able to position self to maintain computers, including under the desks and in the server closet.
4. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
5. Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.
6. The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information.
7. 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.