VoIP Technician and Installer

Location: Midland, MI - Department: Field Technician

Mercury Telecom is in search of a qualified VoIP Technician and Installer in Midland, MI. It is preferred that candidates have a background in Network Administration or Technician and/or VoIP telephony.
Mercury offers a strong compensation package including great pay, medical insurance, dental/vision insurance, company-paid life and disability insurance, individual retirement accounts with company match, paid holidays, paid time off, and tuition reimbursement.

Essential Duties and Responsibilities:

• Telephony support relating to technical issues involving all telecommunications systems: VoIP, voicemail, analog, and vendor specific hardware and software, including hardware/software installation, configuration, and programming; testing; end user training.
• VoIP and some traditional telecommunications systems service and support.
• Administration and maintenance of IP telephony servers, switches, routers, and gateways.
• Work with telecommunications carriers for troubleshooting of voice and data circuits.
• Monitor remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed.
• Working knowledge of CAT5E installs (start to finish) including specialized test equipment and accurate record keeping.
• Perform complex moves, adds, and changes to telephony systems with little supervision.
• Communicate clearly with the customer and understand their needs on the job before, during, and after completion.
• Perform complex troubleshooting on communications systems without supervision.
• Ability to conduct end user training on systems implemented.
• Takes ownership of projects start to finish.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Good judgment to request assistance when necessary and work independently otherwise.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Enter all work as tickets into ticketing system.
• Maintains awareness in regard to technologies and trends emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Enjoy working with customers and external audiences.
• In-depth knowledge of VoIP protocols.
• Familiarity with the fundamental concepts used in traditional telecommunication systems.
• Working knowledge of quality of service network issues that impact VoIP performance as well as their measurement and analysis.
• Understanding of networks including cable modems, DSL, and wireless.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to handle multiple projects and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

Benefits package including health insurance, dental, vision and retirement.

Required education:

• High school or equivalent

Required experience:

• Bachelor’s in related field OR 3-4 years of IT experience including networking OR 1-2 years of VoIP telephony and networking experience