The Unified Communications (UC) Technician II leads the delivery of unified communications (UC) solutions to support existing and future platform, product and service functionality and multi-platform integration at client locations. They also perform day-to-day installation, service, and programming, testing, and troubleshooting of UC systems which include Premise Based; Hosted and Cloud Solutions. (Ex. Cisco, Microsoft, Avaya, NEC, Mitel, Shortel, Unify, etc.)
Lead the installation and programming of the UC platforms which may include some or all of the following functionality: Chat; Presence; Voice; Mobility; Audio; Web; Video; Desktop Sharing; Call Control; Speech Recognition; Unified Messaging; Email; Digital Signage etc.
Possess a high level of knowledge and ability to assist with various design and configuration for new applications.
Analyzes system problems by selecting the appropriate tools and techniques in line with organization guidance
Select the most appropriate solution to the fault, using the relevant logistical support where appropriate, or escalates to a higher-level where necessary.
Install and configure appropriate component and or systems appropriate to the organization
Select the appropriate diagnostic tools to monitor, test and reacts to network performance
Undertake hardware or software upgrades appropriate to the organization interpreting specifications: interpret technical specifications for activities and maintains accurate records
Responds effectively to customers and provides technical support to them in line with organizations process
Documents completed tasks in accordance with agreed organizational procedures
Competent in cables or connects equipment in line with technical requirements
Installs and work with a variety of digital communications mediums as appropriate to the organization
Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site if equipped with a company provided vehicle.
Represent Black Box in client meetings to ensure that all parties are consistently updated on work progress and client expectations are being met.
Ensure Black Box quality and safety guidelines are being followed.
Assist PM with SOW and scope management on project and service requests.
Travel to client sites as needed to complete assigned work and transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.
Supports Sales Engineering Team with all aspects of customer applications
Proven experience with installing and maintaining an Avaya Red system is essential.
Associate degree or Certification in a technology services/technical discipline, or equivalent work experience
6+ years of professional experience in Voice Telecommunications
Other Qualifications, Skills & Certifications:
Proven ability to install, service, program, test and troubleshoot UC systems
Current Industry and manufacturer specific training on preferred systems which include Premise Based; Hosted and Cloud Solutions. (Ex. Cisco, Microsoft, Avaya, NEC, Mitel/ Shoretel, Unify, etc.) Including applications associated with the manufacturer.
Extensive knowledge of networks: data, protocols and how they relate to each other; the main routing protocols; the main factors affecting network performance including typical faults, and approaches to error control.
Awareness of cloud services/solutions
Extensive knowledge of IT test or diagnostic equipment, the different types of cabling and connectivity, security principles including software, access, encryption and regulation, the purpose of firewalls, VPN and Remote Access Security, data (including network architectures), and back-up and storage solutions
Understands service level agreements and all aspects of digital communication technologies
Ability to lead and direct team members.
Ability to communicate well and represent Black Box in client meetings and interactions
Ability to work with a range of internal and external people
Ability to communicate effectively orally and in writing in a variety of situations and at all levels with colleagues and customers
Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.
Extensive knowledge of UC applications and other Legacy Voice products, IP protocol and functionalities, managing voicemail, and PRI protocols, SIP, and basic Telco.
Understands the purpose of digital communication technologies
Understands when a higher level of assistance is required and knows the correct avenue of escalation.
Excellent logical and creative thinking skills as well as analytical and problem-solving skills
Valid Driver's license may be required.
Ability to carry up to 30 lbs. and lift up to 50 lbs.
Ability to climb ladders and work from heights.
Drive for Results
Attention to Detail
Safety and Risk Management
What's in it for You?
Joining Black Box means you'll have the opportunity to work on exciting, highly visible projects with our customers. You'll get to know large and small organizations across the world and work to deliver best in class IT solutions. You'll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you'll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.
About Black Box
Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT.
We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.
Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.
Now more than ever, businesses rely on Black Box to deliver products that make working remotely or in expanded workspaces secure, simple, and safe.
For over forty years, Black Box has been a world-leading provider of premier IT infrastructure solutions. Today, we continue to design and manufacture award-winning products for Pro AV, KVM, cabling and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. Our solutions are used every day in government, education, commercial enterprises and any other organization that requires the utmost quality and performance from their IT infrastructure.
On top of creating industry-leading products, Black Box demonstrates every day a complete commitment to providing our customers with the best technical support and service in the industry. Our award-winning, dedicated support staff works around the clock to ensure our customers’ systems are always up and running optimally. They are truly as important to the successful IT, communications and business operations of our customers as the powerful products and solutions we deliver. WE ARE HIRING!