ShoreTel Engineer

Location: New York, NY

Position Summary

This position includes over 160 hours of ShoreTel certification training within the first year. In this role, you will be providing excellent customer service through the rapid resolution and documentation of complex incoming IT/ShoreTel service desk issues, projects and installs with attention to detail and follow through.

Qualifications

• The ideal candidate should possess a high level of technical ability and excellent written and oral communication skills.
• At least five years of experience in the IT/telephony field is required.
• Certification with ShoreTel is a plus
• Other industry certification from other vendors, such as Avaya, Cisco, Mitel, Siemens
• This position requires in depth knowledge of IT/telephony operations, responsibilities, workflow process and procedures to resolve inquiries independently.

Responsibilities

• Interprets, evaluates and resolves service requests pertaining to the functional operation of all installed applications, hardware and software products as needed from our clients
• Performs application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications
• Design, development, documentation, analysis, creation, testing and/or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications
• Resolves incoming advanced service tickets for workstations, servers and networks focusing when possible on ShoreTel phones, clients and servers
• Follows up on incoming requests to ensure client satisfaction; alerts the appropriate team member and client (according to escalation procedures) where appropriate
• Assumes a deployment role in managing telephony projects related to network and/or system implementation, modification or expansion
• Reports problems with procedures and makes suggestions for improvement
• Proactively monitors performance of assigned client Networks.
• Analyzes Network problems, determines if vendor assistance is required, and initiates and coordinates corrective actions.
• Implements solutions and applies quality assurance tests to assure consistency with standards.
• May train and/or assist new/less experienced Help Desk Analysts and other Engineers Benefits We value our employees' time and efforts.

Benefits

Our commitment to your success is enhanced by our competitive compensation and an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

About brightstack

brightstack was founded in 2004 to address an identified need in the New York City Metro market - a single source enterprise communications provider built on superior client service. Our comprehensive solution set will create the foundation of an organization's IT environment, integrating automation from phone systems to downstream applications. We are a leading Managed Services Provider supporting a wide range of technologies.