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VoIP Technical Support Specialist

Company Name:
AmeriMex Communications Corp.
Requires three years of related work experience managing VoIP systems or networks involving setting up VoIP systems and IP telephony. Must be available to be on call 24-7 during one week out of three to resolve connectivity issues. 40 hrs/week. Working hours are M-W 8AM-5:30PM; F 5PM-12AM; and Sun 3PM-12AM.
Duties:
Under general direction of the IT Manager, provide technical assistance to customers regarding phone service and connection. Assist in the design, installation, customization, testing, and implementation of various enhancements to the company's VoIP infrastructure environments. Assist with the creation of VoIP infrastructure support system documentation. Assist with the creation of operational and installation procedures for VoIP infrastructure support. Assist in capacity planning, switch layout design, IP addressing for reliability, performance and quality to accommodate highly trafficked dates. Work with carriers to diagnose and troubleshoot issues. Work to establish and test new carrier connections. Monitor switch capacity to ensure call demand is met. Investigate, document and diagnose trouble calls to identify and correct any VoIP issues. Work trouble tickets related to customer change requests and technical issues related to VOIP phone service to resolution in a timely manner. Work with customers over the phone to troubleshoot VoIP telephone issues using MetaSwitch troubleshooting tools. Utilize web-based project / incident ticketing systems to update work orders timely and accurately for customers, management and vendors. Maintain necessary tools, devices, and parts on hand to complete VoIP installations, to include follow up maintenance, troubleshooting and repair of installations as needed. Escalate problems and issues to a higher level of support as needed. Troubleshoot VoIP performance issues using Data Compression Codec G-711 and G-729, knowledge of DTMF configuration, and SIP Binding. Review, analyze and evaluate possible trends with regard to common system failures or outages and communicate these to the Customer Care Director. Maintain familiarity with products and services provided by company. Liaise with telephone companies to port numbers and return unused numbers to the Companys pool of available numbers. Process VoIP cancellations. Assist with the creation of required training documentation, subscriber guides, literature, website content and VoIP terms and conditions. Communicate and liaise with all other Company departments; notify appropriate parties immediately of any issues which may affect efficient operations such as outages, service disruptions, tower volume, and repeated customer complaints. Work with vendors & underlying carriers to resolve service-affecting issues that cannot be resolved internally. Provide status updates on trouble tickets directly to clients and internally to other staff and management.
Mail resume to AmeriMex Communications Corp., Attention to Alejandro Caipa at 200 Mansell Court E, Suite 105, Roswell, Georgia 30076.

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