Voice and Data Communications Engineer

Job Description

e&e is seeking a Voice and Data Communications Engineer for a hybrid contract opportunity in Washington, D.C.!

The Voice and Data Communications Engineer will be responsible for providing technical support and expertise in the installation, configuration, maintenance, and troubleshooting of telecommunication systems. This role involves managing voice and data networks, ensuring seamless communication services, and collaborating with internal teams and external vendors to maintain and enhance telecommunication infrastructure.

Responsibilities:

• Provide support to internal and remote users by installing, configuring, and upgrading telecommunication products, including Avaya, CISCO, Aspect Unified Communication, Webex Audio/Video conferencing, VoIP, SIP, analog lines, eFax, and mobile devices.
• Serve as the first point of contact for customers seeking Telecom-related technical assistance via phone or email.
• Monitor and maintain the voice network, reporting issues to the Telecom ISP/Cloud Hosting Vendor using the Remedy Portal ticketing system.
• Work with Telecommunications Partners (Aspect) on upgrades and patch management of voice products.
• Manage helpdesk tickets related to telecom issues using Zendesk.
• Configure new hire user profiles for voicemail and update display names on desk phones in a timely manner.
• Maintain and update documentation of telephony and voice network infrastructure.
• Manage voice network cabling closets and maintain cable location inventory.
• Perform technology refreshes and mobile device iOS updates in accordance with AirWatch policy.
• Document work activities into meaningful incidents or tasks within the Zendesk system.
• Ensure compliance with organizational policies and procedures in all telecommunications-related activities.
• Maintain inventories of telecom assets using the inventory and Verizon Portal.
• Contribute to the development of documentation for telecom infrastructure and best practices.
• Participate in meetings to facilitate clear communication within IT Operations.
• Install and move assets as required following IT Operations processes.

Requirements:

• Bachelor's degree in IT, Telecommunications, or a related field, or equivalent experience.
• Experience developing, operating, and maintaining voice, wireless, video, and data communication systems.
• Experience providing technical direction for communications activities related to large communication networks.
• Strong troubleshooting skills in telecom-related issues, including desk phones, call center applications, mobile devices, and data/voice ports.
• Proven experience with telecom system PBX/ACD/UIP.
• Experience in asset management for hardware and software.
• Solid technical understanding of network, telecommunications, and mobile devices.
• Experience working in a call center environment.