Voice Engineer

AGE Solutions is looking for a Voice Engineer in Kaneohe, Hawaii to join our team.

This position is for an on-site professional responsible for providing technical assistance, troubleshooting, and maintenance of IT systems within a specific location or organization. This role ensures smooth day-to-day operations by addressing technical issues promptly, supporting end-users, and optimizing system performance. The ideal candidate is a proactive problem-solver with strong technical expertise and excellent customer service skills.

The individual must reside in Hawaii.

Responsibilities Include

Call Manager:

• Configure, monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication systems.
• Troubleshoot and resolve issues related to VoIP systems, call routing, voicemail, and user accounts.
• Implement and manage features like auto-attendants, call queues, and system integrations.
• Provide user training and documentation on communication systems.

Technical Support:

• Provide first-line support for hardware, software, and network-related issues.
• Respond to and resolve tickets in a timely manner via phone, email, or in-person assistance.
• Troubleshoot system errors and implement appropriate solutions to minimize downtime.

System Maintenance:

• Monitor and maintain IT systems, including servers, workstations, and network equipment.
• Perform regular system updates, patches, and backups to ensure system integrity.
• Ensure compliance with organizational IT policies and security protocols.
• User Assistance:
• Assist staff in understanding and using technology effectively.
• Conduct training sessions and create user-friendly documentation for common processes.
• Maintain excellent communication with users to manage expectations and provide updates on issue resolution.

Hardware and Software Management:

• Install, configure, and maintain hardware and software systems.
• Manage inventory of IT assets and ensure timely procurement and replacement of equipment.
• Collaborate with vendors for repairs or upgrades as needed.
• Incident Reporting and Documentation:
• Maintain detailed logs of issues, solutions, and system changes.
• Provide regular reports on system performance and support activities.
• Participate in audits and ensure compliance with regulatory requirements.

Change Management:

• Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations.
• Evaluate the impact of changes to systems, processes, and user workflows.
• Create and execute change management plans, including communication strategies, training sessions, and performance metrics.
• Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes.
• Maintain documentation of changes, including risk assessments, testing outcomes, and post-implementation reviews.

Network Administration:

• Monitor network performance and troubleshoot connectivity issues.
• Ensure network security by understanding firewalls, VPNs, and other security measures.
• Assist with setting up and managing wired and wireless network infrastructure.

Requirements:

• Experience with Cisco Unity Call Manager (CUCM), including configuration and troubleshooting. In depth understanding of analog and Plain Old Telephone Systems (POTS).
• Proficiency in operating systems (e.g., Windows, macOS, Linux).
• Knowledge of networking protocols and hardware.
• Familiarity with common software applications, troubleshooting tools, and IT frameworks.
• Familiarity with change management tools and IT frameworks.
• Strong communication, organizational, and interpersonal skills; ability to work independently and collaboratively.

Additional Requirements:

* On-site role requiring physical presence at the designated location.
* May involve lifting or moving IT equipment.
* Occasional after-hours or weekend work to address critical issues or system updates.

Compensation: $110,000-$120,000