Details: Voice (Telephony) Advocate: The primary responsibilities of this role includes, but are not limited to, supporting the enterprise telephony (including telephones, analog and digital, fax, modem, POTS lines, BCM, Centrex and Key Systems, ISDN, T1 s and call routing software) on Time-division multiplex and voice-over-IP platforms; supporting voicemail systems, toll free services, and audio conference lines.Following established guidelines, responds to telephone inquiries concerning supported,systems status and network connectivity, and a variety of moderately complex applications and hardware and software problems. Documents and resolves failures regarding enterprise Voice applications and hardware and software. Performs detailed router and switch troubleshooting. Records inquiries, repairs and services requests, resolves failures or directs them to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Facilitates repairs of hardware and software consistent with established service levels. Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and suggests improvements. Periodically, the candidate will be on-call to support corporate outages and business continuity processes.Schedules will vary based on staffing needs. Candidates must be willing to work any schedule between the hours of 9am - 9pm ET.
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