Job Title: Telephony Support (TS1)
Will close to submissions: Wednesday, 6/6/2018 at 10:00am EST
Interviews: Onsite interviews required. The Department of Medicaid will not consider Skype/video/phone interviews.
This project is expected to last through 6/30/2019
Preference will be given to candidates who can start a new project on 6/18/18. Please included candidate's availability to start a new position in bid comments or on the resume.
Detailed Day-To-Day Job Duties to be performed:
• Provides support for Contact Center troubleshooting and resolving issues with call routing, requesting new phones and profiles, configuring agents, assisting the business with wall board setup and configuration
• Monitors scheduled report delivery and configuration for call center ACD and IVR
• Evaluates current IT policies, procedures and practices and recommends changes
• Leads IT driven change effort and participates in and/or leads activities to achieve project tasks/meet deadlines
• Performs general maintenance and MACD request for 700+ endpoints (phones, faxes, video conferencing units, SIP Trunking, paging, etc.)
• Provides assistance on complex troubleshooting items, and troubleshoots and repairs problems with desktops, laptops, printers and associated peripherals
• Troubleshoots audio & visual problems, video conferencing issues with SIP and Polycom H232
• Troubleshoots issues related to DHCP pools for phone VLAN
• Sets up video conferencing units
• Resolves firmware related issues with phones
• Manages change requests for Fax2Mail, e911 desk alert software, Auto Attendant and Hunt Groups
• Serves as the liaison between the lines of business and CBTS for escalations.
• Prevent, detect, respond to, and recover from information technology security incidents.
• Assists in the analysis of the solution design’s business cases, and authors portions of the solution business case
REQUIRED Skill Sets:
• 4+ years of experience with the job duties listed above and the requirements listed below
• Experience in a customer support and personal service role
• Experience with technical writing and documentation practices
• Capabilities and physical application of network equipment (e.g., hubs, routers, switches, bridges, servers) and related hardware
• Telephony maintenance and support
• Organizations operation environment, topology, & protocols
• Thorough understanding and applied experience with:
o ACD and IVR maintenance and support
o Local area and wide area networking principles and concepts
o Back-up & recovery techniques
o Performance monitoring methods
o Basic internet server maintenance techniques
o Installation & configuration procedures
o Computer installation & configuration procedures
o Data recovery tools and techniques
• Ability to prepare meaningful, accurate and concise reports
• Completion of core associate program in Computer Science or Information Technology Systems or equivalent work experience
