Summary: 

The Unified Communications (UC) Technician II leads the delivery of unified communications (UC) solutions to support existing and future platform, product and service functionality and multi-platform integration at client locations. They also perform day-to-day installation, service, programming, testing, and troubleshooting of UC systems which include Premise Based; Hosted and Cloud Solutions. (Ex. Cisco, Microsoft, Avaya, NEC, Mitel, Shortel, Unify, etc.

This position requires some travel between three states NYC, PA and NJ

Essential Functions: 

Lead the installation and programming of the UC platforms (particularly NEC product line) which may include some or all of the following functionality: Chat; Presence; Voice; Mobility; Audio; Web; Video; Desktop Sharing; Call Control; Speech Recognition; Unified Messaging; Email; Digital Signage etc.  Possess a high level of knowledge and ability to assist with various design and configuration for new applications on the NEC product line.  Must be very well versed in older and the newest hardware and software of the NEC products. Must be able to identify cross connect fields and expertly work on them to install, move lines and install phones. Analyzes system problems by selecting the appropriate tools and techniques in line with organization guidance  Select the most appropriate solution to the fault, using the relevant logistical support where appropriate, or escalates to a higher-level where necessary.  Install and configure appropriate component and or systems appropriate to the organization (NEC). Select the appropriate diagnostic tools to monitor, test and reacts to network performance  Undertake NEC hardware or software upgrades appropriate to the organization interpreting specifications: interpret technical specifications for activities and maintains accurate records Responds effectively to customers and provides technical support to them in line with organizations process  Documents completed tasks in accordance with agreed organizational procedures  Competent in cables or connects equipment in line with technical requirements  Installs and work with a variety of digital communications mediums as appropriate to the organization  Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site if equipped with a company provided vehicle. Represent Black Box in client meetings to ensure that all parties are consistently updated on work progress and client expectations are being met. Ensure Black Box quality and safety guidelines are being followed. Assist PM with SOW and scope management on project and service requests. Travel to client sites as needed to complete assigned work and transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site. Supports Sales Engineering Team with all aspects of customer applications

 

Education Requirements:

Associate degree or Certification in a technology services/technical discipline, or equivalent work experience

Experience Requirements:

6+ years of professional experience in Voice Telecommunications preferably in NEC.

 

Other Qualifications, Skills & Certifications:

Proven ability to install, service, program, test and troubleshoot UC systems Current Industry and manufacturer specific training on preferred systems which include Premise Based; Hosted and Cloud Solutions. (Ex. Cisco, Microsoft, Avaya, NEC, Mitel/ Shoretel, Unify, etc.) Including applications associated with the manufacturer. Extensive knowledge of networks: data, protocols and how they relate to each other; the main routing protocols; the main factors affecting network performance including typical faults, and approaches to error control. Awareness of cloud services/solutions  Extensive knowledge of IT test or diagnostic equipment, the different types of cabling and connectivity, security principles including software, access, encryption and regulation, the purpose of firewalls, VPN and Remote Access Security, data (including network architectures), and back-up and storage solutions Understands service level agreements and all aspects of digital communication technologies Ability to lead and direct team members.  Ability to communicate well and represent Black Box in client meetings and interactions Ability to work with a range of internal and external people Ability to communicate effectively orally and in writing in a variety of situations and at all levels with colleagues and customers Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents. Extensive knowledge of NEC UC applications and other Legacy Voice products, IP protocol and functionalities, managing voicemail, and PRI protocols, SIP, and basic Telco. Understands the purpose of digital communication technologies Understands when a higher level of assistance is required and knows the correct avenue of escalation. Excellent logical and creative thinking skills as well as analytical and problem-solving skills Valid Driver’s license may be required. Ability to carry up to 30 lbs. and lift up to 50 lbs. Ability to climb ladders and work from heights. Must pass a Commonwealth of Pennsylvania background check

 

Competencies:

Drive for Results Initiative Innovation Collaboration Decisiveness Innovation Collaboration Decisiveness Innovation Technical Expertise  Attention to Detail Accountability Customer Focus Flexibility Professionalism

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