Job Description

Job Description

Job Description

GENERAL STATEMENT OF DUTIES:

FirstLight is searching for a managed response engineer with a primary focus on voice technologies, who thrives in a dynamic technical environment that will challenge you every day! This position is a technical support position primarily focused on Voice over IP (VOIP) solution support for Cisco technologies. You will work with assigned customer(s) who have aggressive SLA commitments, and/or specific managed services contract obligations. This position is critical to succeeding up market with large customers running complex communications networks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for providing project, repair, and account support for all FirstLight Advanced Technology Group customers.
• Supporting Hosted PBX and Cisco Collaboration & Unified Communications Including, but not limited to:
  1. Cisco Unified Communications HW/SW components such as Voice Gateways, Call Manager, CUBE, Presence and Unity servers, Expressway Servers, SIP Endpoints, and Call Center servers and applications
• Create and Maintain customer documentation as required and/or appropriate
• Supporting Managed Services customers with aggressive Service Level Agreements (99.995% availability of all FirstLight and Cisco powered services)
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the company.
• Perform special projects and other duties as assigned, which may require travel.
• Paging and analog installation, testing, troubleshooting, and repair as required
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Reporting network operational status by gathering, prioritizing information; managing projects.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the customer and FirstLight
• Perform special projects and other duties as assigned.
• Flexible work schedule required, may vary depending on needs of customer.
• On-Call rotation

QUALIFICATIONS, KNOWLEDGE, and SKILLS :

• Must pass Background Check. Contingency for employment
• A successful candidate should have CCNP-level experience in the Collaboration realm, and a CCNA certification at minimum
• Minimum of three (3) years relevant experience with Cisco voice platforms; or equivalent combination of education and experience. Prior work in a technical support / help desk environment required.
• To be successful, a candidate must be a self-motivated leader who can create trust within the organization and work collaboratively with all levels of the organization. Also, a candidate must be organized and results focused in delivering favorable financial results and supporting work.
• FirstLight strives for high integrity in all our dealings with customers, employees and suppliers. A candidate must demonstrate this value system and represent that to customers in every engagement.

WORK ENVIRONMENT / PHYSICAL DEMANDS:

The work environment characteristics and physical demands described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee frequently is required to walk, sit, use hands and fingers, handle objects, controls, and tools, talk and hear, stand, and reach with hands and arms. Occasional travel is required to customer locations. Employee may be exposed to driving conditions in remote areas in all weather conditions.

About FirstLight:

FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight’s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.

FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.

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