Support Tech - Telephony Experience
Staley Inc. - Little Rock, AR

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Maintain a constant focus on two things – exceeding customers’ expectations and ensuring safety in all tasks.
  • Provide timely, quality, front-line support and act as primary contact for field staff and end users.
  • Provide call-handling, incident management, and communication skills to accurately diagnose incident and determine necessary path for resolution.
  • Provide critical thinking skills to resolve incidents quickly and consistently.
  • Utilize active listening and documentation skills to capture all steps taken by field staff and end users during support interaction.
  • Demonstrate a good understanding of networks, telephony, cabling, and call center concepts.
  • Ability to manage difficult customer situations without missing any required troubleshooting steps.
  • Ability to work in fast-paced environment and quickly adapt to process changes.
  • Ability to multi-task.
  • Perform all other tasks as assigned.
  • Additional Requirements
    • Associate Degree or better in Computer Information Systems, Computer Science, Information Technology or equivalent.
    • 2 years or more experience with IP Telephony administration in or more of the following systems (AVAYA, Mitel, Cisco).
    • 2 years or more experience in support desk environment.
    • Experience with move/add/change service requests on IP telephone systems.
    • Knowledgeable with network and telephony concepts (SIP, H.323, SCCP, DSL, ISDN, MPLS)
    • Avaya, Mitel, and/or Cisco VOICE certifications preferred, but not required.
    • Flexibility to work any shift on 24/7/365 support desk.
    • Must demonstrate the highest standard of ethics and integrity.
    • Experienced with Microsoft Office products.
    • Experienced with command line interfaces.
    • Strong customer/people relationship skills.

    About this company
    When you choose a career with Staley, you make the decision to join a company that is grounded in integrity. Our people exemplify the...