Voice Support Help Desk/Queue Manager needs 4+ years experience Voice Support Help Desk/Queue Manager requires: • Prefers familiarity with Filemaker for departmental records on the voice network and infrastructure • Solid understanding of E911 issues and technologies. Preferred: Cisco CER experience • Basic knowledge of Cisco UCCX Script Editor • Preferred skill: working with Akkadian • Thorough understanding of how Rightfax works, including user setup and troubleshooting • Voicemail (with Speechview) • Understand call handlers in voicemail Voice Support Help Desk/Queue Manager duties: • Coordinate Communications Technicians projects with Voice Engineers if needed • Keep Techs informed of new products and technologies (act as a mentor) • Do daily checks of our various systems and report any problems as needed • Answer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portal • Trouble shoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail) • Respond to customer emails in a professional and courteous manner • Work with installers on phone installs. • Work well with our other teams (PMs, Engineers, Network team, Desktop support, other help desks) • Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T prime • Need to understand how service now works and work tickets (a plus if you can create tickets for users) • Run reports from Service Now • Build the following types of devices in Cisco Call Manager (CUCM): Phones, IP communicator, Jabber • Build Cisco UCCX agents • Level 1 2 support for Zoom issues