Voice Operations & Engineering Specialist

Job DescriptionJob Description

With over 120 offices and nearly 7,000 associates in major metropolitan areas and suburban cities throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.

CBIZ has been honored to be the recipient of several national recognitions:

• 2022 Best and Brightest Companies to Work for in the Nation
• 2023 Top Workplaces USA
• 2022 America's Best Mid-Size Employers
• 2022 Best and Brightest Companies in Wellness
• 2022 Great Place to Work Certification

Job Purpose / Objective: Maintain, upgrade, and provide Tier 3 Telephony support.

Essential Functions and Primary Duties

• Work with VoIP providers to identify the best solution for the small branch offices
• Configure settings and validate phones
• Provide testing of telephony products for quality assurance, configuration enhancements and Firmware rollouts
• Work Tier 3 branch trouble tickets for call quality and training opportunities
• Assist in the development of end user and Help Desk training
• Create and maintain end user and Help Desk documentation
• Remotely diagnose and troubleshoot complex, non-routine technical problems
• Navigate and utilize a set knowledge base as well as think outside of the box to assist in resolutions for end users
• Thoroughly document steps taken in troubleshooting
• Prioritize projects and meet required deadlines
• Analyze user impact because of changes in hardware, software, and network configurations to identify trends and evaluate risk
• Provide feedback to drive service improvements
• Identify and drive necessary knowledge-based changes
• Adapt to an ever-changing work environment including updates to processes and documentation requirements
• Maintain flexibility in daily work schedule based on business needs
• Provide excellent customer service
• Other job duties as assigned

Preferred Qualifications

• Provide a suitable workspace
• Maintain high speed internet access with a wired connection
• Ability to work in a fast-paced environment with ever changing priorities
• Exceptional listening and analytical skills
• Ability to process information with high levels of accuracy
• Ability to work independently with little to no supervision and in a team setting
• Proficient use of applicable technology
• Ability to follow technical instructions and guidelines
• Ability to document daily activities and system functions
• Demonstrated ability to communicate verbally and in writing throughout all levels of the organization
• Work varying shifts to accommodate business needs including evening, weekend, and holiday coverage

Minimum Qualifications

• Bachelor's degree
• 4-6 years of related experience
• Excellent communication, public relations, technical, and troubleshooting skills
• Able to use general office equipment
• Experience with Microsoft Office Suite
• Familiarity with VoIP and cloud telephony providers and protocols (SIP and RTP) preferred
• Basic understanding of Polycom phones, softphones, mobile clients, and headsets

Company DescriptionCBIZ Network Solutions provides onsite technical support to Edward Jones home and branch office locations in the US and Canada. We are a trusted Edward Jones vendor with a strong focus on customer service. Technicians provide maintenance, install, MAC, Help Desk and project support to Edward Jones branch offices, vendor sites and home FA locations in specified service territory. Responsible for troubleshooting, repairing and upgrading all electronic voice, data and AV hardware including but not limited to network equipment, desktop terminals, monitors, printers, telephony equipment and cabling including terminations. Equipment serviced is subject to change as business needs dictate. In addition, our team provides onsite technical support to Edward Jones as needed to coordinate projects, manage processes and provide software solutions.Company DescriptionCBIZ Network Solutions provides onsite technical support to Edward Jones home and branch office locations in the US and Canada. We are a trusted Edward Jones vendor with a strong focus on customer service. Technicians provide maintenance, install, MAC, Help Desk and project support to Edward Jones branch offices, vendor sites and home FA locations in specified service territory. Responsible for troubleshooting, repairing and upgrading all electronic voice, data and AV hardware including but not limited to network equipment, desktop terminals, monitors, printers, telephony equipment and cabling including terminations. Equipment serviced is subject to change as business needs dictate. In addition, our team provides onsite technical support to Edward Jones as needed to coordinate projects, manage processes and provide software solutions.]]>