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Job Information

Cincinnati Bell VoIP Communication Engineer I in Cincinnati, Ohio

Job Purpose

This position is responsible for technical support for Communication Practice-related business products and services supported by Business Operations. This operational position requires the Engineer to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to resolve the customer's issues and/or fulfill requests in a manner that meets or exceeds agreed upon Service Level Agreements (OLAs/SLAs) with internal/external customers.

Essential Functions

  • Provide technical support to internal/external customers for VoIP-related incidents, requests, and inquiries relating to a variety of business products and services (80%)
  • Document work updates in a company-provided ticketing system until a resolution is complete and the ticket is closed with the customer (10%)
  • Collaborate with other analysts to determine resolutions for customer incidents and requests (10%)
  • Other duties as assigned

Experience/Background

  • 2 to 3 years of general work experience
  • Experience in a Service Desk or VoIP-related technical support environment
  • Experience in a network or voice administrative role

Education

  • Four years of High School or equivalent required
  • Cisco CCNA Certification or equivalent required

Special Knowledge/Skills

  • Excellent written and oral communication skills
  • Excellent customer service and conflict resolution skills
  • Working understanding of Information Technology and computing systems
  • Working understanding of IP networking fundamentals
  • Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
  • Familiar with common ticketing systems (Ex. ServiceNow)
  • Demonstrated desire for self-directed education regarding IP networking and VoIP technologies

Miscellaneous

Shift work is required, as this is a 24-hour operations environment. This includes working weekends, holidays, and during natural disasters/adverse weather conditions.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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