Essential Functions: · Answer all service calls in a timely manner, providing excellent customer service. · The Unified Communications (UC) Technician performs day-to-day installation, service, programming, testing and troubleshooting of UC systems. · Documents completed tasks with agreed organizational procedures. · Represent Black Box in client meetings to ensure all parties are consistently updated on work progress and client expectations met. · Ensure Black Box quality and safety guidelines are being followed. · Work with manufactures, carriers and 3rd party vendors as required to resolve issues in a timely manner Additional Responsibilities: · Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues. · Setup new users and support resources of terminated users · Perform first level and second level support · Basic and complex move-add-change work. · Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management · Order and track supplies, carry out asset management & dispersal, and fulfill all documentation requirements for supported sites · Work with various vendors as needed to support site specific services, hardware, and software · Asset management of all IT equipment on site · Updates site-specific ERP, CRM, or database systems. · Carries out duties in compliance with established business policies · Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s & customer’s policies and practices · Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Qualifications / Requirements: · Bachelor’s degree or equivalent qualification in Information Technology or similar, plus 3 – 5 years experience in providing UC technical support. · Experience in supporting desktop applications in LAN environment · Trained and certified on Alcatel OmniPCX Enterprise Communications Server and related applications required. Zoom Phone and CX trained a plus. · Solid Working Knowledge of MS Office products, Outlook, Word, Excel · Use of conference applications (Zoom, MS Teams) · Able to image/set up PC devices · Able to install, configure and test routers and switches. · Ability to install Audio Visual equipment · Knowledge of anti-virus / anti-malware programs · Experience Building/imaging computers, Wiring / Cabling and Network technologies · Read and understand Network Topology Diagram to assist in: a. Rack/Stack of network devices b. Interconnection Fiber and Copper patching of devices c. Troubleshooting network issues d. Proper label of devices and interconnection cables · Working knowledge of the following technologies: Active Directory user functions (ADS & Exchange) · Experience troubleshooting network issues. · Understanding of backbone and horizontal cabling design · Understanding of industry infrastructure standards · Troubleshoot network copper or fiber cabling · Ability to terminate copper or fiber cabling · Maintain proper labeling of devices and interconnection cables · Ability to use a laptop to provide access to remote engineers to load set configurations on equipment · Creative and solutions driven, within the realms of the role, to produce solutions in support of customer service level agreements · Ensures all solutions adhere to applicable change control requirements · Able to work Mon-Fri 8-5pm; required OT afterhours; 2% of the time a weekend call. On call after hours. · Excellent English communication skills · Excellent customer service skills · Valid state issued driver’s license · Able to pass all pre-employment screenings · Able and willing to lift 50 lbs. Competencies: · Team oriented - able to work in, and positively contribute to, cross functional teams · Able to learn new applications quickly, and committed to keeping knowledge and skills up to date · Good time management skills, with proven ability to prioritize and organize a demanding workload, adapting to fit the changing needs of the business · Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner · Proactive and self-motivated approach, able to work independently · Strong analytical skills and the ability to combine technical knowledge and customer support skills · Excellent communication skills (both written and verbal) and ability to relate with users, service providers, and management · Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve issues Black Box is a leading technology solutions provider. Our mission is to accelerate our customers’ business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks. Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.