Systems Voice Engineer

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, Asterisk Voice Systems, Linux and VMs in

  a hosted environment.

· Strong knowledge of FreePBX/Asterisk command line syntax and endpoint configuration,

  FreePBX/Asterisk 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/Asterisk 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.

This role offers full remote flexibility and a compensation of $35/hr.

Below is the pay range of this position for considered candidates based on qualifications and experience.